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Article

Open Access

Value Creation for the After-Sales Services: Organizational and Strategic Perspectives

Author(s)

Nouha Taifi, Angelo Corallo, Marco De Maggio, Giuseppina Passiante

Full-Text PDF Download XML 3977 Views

DOI:10.17265/1537-1506/2013.09.004

Affiliation(s)

Nouha Taifi, Ph.D., Assistant Professor, Department of Industrial Engineering, Mohammadia School of Engineering, University Mohammed V.
Angelo Corallo, Assistant Professor, Department of Innovation Engineering and Center for Business Innovation, Euro-Mediterranean Incubator in E-Business management, University of Salento.
Marco De Maggio, Ph.D., Researcher, Center for Business Innovation, Euro-Mediterranean Incubator in E-Business Management, University of Salento.
Giuseppina Passiante, Full Professor, Department of Innovation Engineering and Center for Business Innovation, Euro-Mediterranean Incubator in E-Business management, University of Salento.

ABSTRACT

As a part of the product development process, the after-sales services are not only a source of innovation, but also they benefit from value creation through new managerial methodologies for the achievement of competitive advantage and customer satisfaction. The objective of the paper is to further understand value creation for the after-sales services. We present the case of the creation of a new business for the after-sales services for the entrance into a new market. The new business is created by two gurus in the aerospace industry. A typology of guidelines is derived, based on organizational and strategic perspectives, for the after-sales services value creation and the guidelines for the creation of a new business as well as for the entrance of into a new market are presented.

KEYWORDS

after-sales services, value creation, new market entrance

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