西方制造商售后服务战略研究述评

综合营销管理、运营管理和物流管理等多个学科的研究成果,从售后服务战略的动因,售后服务组合设计、定价、渠道、制造商组织变革几个方面对西方现有研究成果进行了回顾和评述,以期对我国制造商售后服务战略的制定与实施有所启示。最后,还对未来研究进行了展望。

A Literature Review on After-Sales Strategies for Manufacturers in Western Countries

Integrating literatures in marketing management,operation management,and logistics,this paper reviews and discusses the driving forces of an after-sales strategy,after-sales service portfolios design,pricing and distributing after-sales services and corresponding organizational changes bolstering the strategy,in hope that it can guide the manufacturers in China to formulate and implement the strategy.Last,this paper also illuminates the paths leading to future research.