After-sales service configuration in Computer Market

Main objective of this paper is to provide a reference model for the assessment of after-sales strategy. The proposed model is therefore applied to computer industry products. Results achieved, can be summarized as follows: there are several factors, related to products, manufacturers and customers that determine the way products have to be repaired and the kind of technical assistance networks where reparations have to take place; thus, these drivers can help a better definition of what after-sales service strategy is, and how the on field service network should be configured. The paper is organized as follows: section 1 provides introductory information about the research project and its motivations, section 2 provides the necessary background for paper comprehension (literatures, basic definitions and assumptions, etc.), section 3 provides the reference model development, and discussion about the model drivers, while section 4 shows its application to the PC industry products; then, in section 5, some conclusions and future outlooks of the research are pointed out