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The role and performance measurement of after‐sales in the durable consumer goods industries: an empirical study

Author

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  • N. Saccani
  • L. Songini
  • P. Gaiardelli

Abstract

Purpose - To analyse the role of after‐sales services in manufacturing contexts, and the related after‐sales performance measurement systems. Design/methodology/approach - An exploratory case study research was performed in the automotive, household appliance, IT and consumer electronics industries. The sample is made up of 48 firms with after‐sales operations in Italy. Findings - The role attributed to after‐sales activities in the IT and consumer electronics and household appliance industries shows an orientation to improve company image, customer satisfaction and retention (marketing focus). A different situation characterises the companies studied in the automotive industry. In most firms, however, measurement systems are quite simple and short‐term oriented, especially in the IT and consumer electronics and household appliance industries. The measurement of non‐financial performance emphasises effectiveness rather than efficiency, and the automotive industry, on the whole, presents more advanced measurement systems, together with more integrated strategic management of after‐sales. The household appliance industry, on the other hand, due to the significant presence of SMEs, is characterised by less sophisticated performance measurement systems. Originality/value - Provides a representation of current empirical practices in after‐sales role and performance measurement, a topic insufficiently covered by conceptual and empirical research.

Suggested Citation

  • N. Saccani & L. Songini & P. Gaiardelli, 2006. "The role and performance measurement of after‐sales in the durable consumer goods industries: an empirical study," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 55(3/4), pages 259-283, April.
    • Handle: RePEc:eme:ijppmp:17410400610653228
    DOI: 10.1108/17410400610653228
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    Cited by:

    1. Federica Palazzi & Francesca Sgrò & Massimo Ciambotti & Nick Bontis & Lorenzo Gelsomini, 2023. "The moderating effect of corporate size on the relationship between prospector strategy and management accounting practices," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 34(2), pages 135-165, June.

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