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首页> 外文期刊>International Journal of Services Technology and Management >Measuring and managing after-sales service: Aprilia's experience
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Measuring and managing after-sales service: Aprilia's experience

机译：衡量和管理售后服务：Aprilia的经验

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摘要

The fundamental role played by after-sales service in increasing the competitive advantage is the reason why several manufacturing firms are giving greater attention to its measurement. Following an in-depth analysis of the literature concerning the characteristics and dimensions of service in manufacturing, a model for measuring and managing after-sales service is proposed and applied to a leading European company involved in technical assistance and repair activities. The presented model permits an analysis of the origin of customer satisfaction with after-sales service, starting from both the determinants of customer expectations, and customer understanding by the firm; from this latter, service specifications and the delivery of the service are derived. Eleven dimensions of service, both objective and subjective, have been individuated. The difference between the expected and perceived service is developed through eight gaps, and analysed according to the causes. The strategic implications and improvement actions are then discussed.
机译：售后服务在提高竞争优势中所起的根本作用，是几家制造公司越来越重视其衡量标准的原因。在对有关制造服务的特征和规模的文献进行深入分析之后，提出了一种用于测量和管理售后服务的模型，并将其应用于参与技术援助和维修活动的一家领先的欧洲公司。所提出的模型允许从客户期望的决定因素和公司对客户的理解两方面来分析客户对售后服务满意的起因；从后者得出服务规范和服务交付。服务的11个方面（客观的和主观的）已被个性化。预期服务和感知服务之间的差异是通过八个差距得出的，并根据原因进行了分析。然后讨论了战略意义和改进措施。

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