No Access

After-Sales Services: Technology Management and Beyond

Nouha Taifi

Industrial Engineering Department, Mohammadia School of Engineering, University Mohammed V, Avenue Ibn Sina 10090, Rabat, Morocco

Search for more papers by this author

https://doi.org/10.1142/S021964921450004XCited by:0 (Source: Crossref)

Abstract

This paper presents the findings of a long-term scientific research about the role of the after-sales services as a major player in both the supply and value chain. Through an investigation in an epistemological and ontological manner about the innovation and business processes, the organisational infrastructures and collaborations, and the information and communication technologies, the results show in an automotive context that these types of services are indeed involved in both the new product development process and in the operations management. Besides, as a part of the service sector, the after-sales service, in this context and this research, provides significant contributions to change management, since it is now a full actor in technology management and beyond.

Keywords:

References

A. Afuah , Innovation Management: Strategies, Implementation and Profits ( Oxford University Press , Oxford, UK , 2003 ) . Google Scholar
W. L. Alexanderet al., The McKinsey Quarterly 3, 106 (2002). Google Scholar
T. J. Allen, IEEE Transactions on Engineering Management 33, 212 (1986). Web of Science, Google Scholar
G. S. Altshuller , Creativity as an Exact Science: The Theory of the Solution of Inventive Problems ( Gordon and Breach Science Publishers , New York , 1984 ) . Crossref, Google Scholar
F. Ameri and D. Dutta, Computer-Aided Design and Applications 2(5), 577 (2005), DOI: 10.1080/16864360.2005.10738322. Crossref, Google Scholar
A. Avison, A. Eardley and P. Powell, Australasian Journal of Information Systems 4(1), 11 (1996). Web of Science, Google Scholar
H. Benbya , Knowledge Management Systems Implementation: Lessons from the Silicon Valley ( Chandos Publishing , Oxford , 2008 ) . Google Scholar
J. L. Bower and T. M. Hout, Harvard Business Review 66(6), 110 (1988). Google Scholar
S. A. Carlsson, Knowledge and Process Management Journal 10(3), 194 (2003), DOI: 10.1002/kpm.179. Crossref, Google Scholar
H. W. Chesbrough , Open Innovation: The New Imperative for Creating and Profiting from Technology ( Harvard Business School Press , Boston, MA , 2003 ) . Google Scholar
C. M. Christensen and M. Overdorf, Harvard Business Review 78(2), 66 (2000). Web of Science, Google Scholar
M. A. Cohen, N. Agrawal and V. Agrawal, Harvard Business Review 129 (2006). Google Scholar
R. G. Cooper and E. J. Kleinschmidt, Journal of Product Innovation Management 4, 169 (1987), DOI: 10.1016/0737-6782(87)90002-6. Crossref, Web of Science, Google Scholar
A. Coralloet al., Integrated systems for product design: the move toward outsourcing, Proceedings of the IADIS International Conference on Information Systems (IADIS Press, Portugal, 2010) pp. 216–222. Google Scholar
J. W. Creswell , Research design: Qualitative, quantitative, and mixed methods approaches , 2nd edn. ( Sage , Thousand Oaks, CA , 2003 ) . Google Scholar
T. H. Davenport and L. Prusak , Working Knowledge: How Organizations Manage What They Know ( Harvard Business School Press , Boston, MA , 1998 ) . Google Scholar
K. Debackere and R. Veugelers, Research Policy 34, 321 (2005), DOI: 10.1016/j.respol.2004.12.003. Crossref, Web of Science, Google Scholar
Garcia, ML (1997). Introduction to technology roadmapping: The semiconductor industry association's technology roadmapping process. SAND97-0666. Sandia National Laboratories, Albuquerque, NM . Google Scholar
B. Gold, Journal of Product Innovation Management 4, 81 (1987), DOI: 10.1016/0737-6782(87)90054-3. Crossref, Web of Science, Google Scholar
M. Granovetter, Sociology Theory A1, 201 (1989). Google Scholar
R. Grant, Strategic Management Journal 17(1), 109 (1996). Crossref, Web of Science, Google Scholar
A. Griffinet al., Journal of Product Innovation Management 26(2), 222 (2009), DOI: 10.1111/j.1540-5885.2009.00347.x. Crossref, Web of Science, Google Scholar
F. Grippa, A. Di Giovanni and G. Passiante, Open Business Innovation Leadership: The Emergence of the Stakeholder University, ed. A. Romano (Palgrave MacMillan, New York, NY, 2009) pp. 109–169. Crossref, Google Scholar
I. B. Hong and C. Kim , Toward a new framework for inter-organizational systems: A network configuration perspective , Proceedings of the 31st HICSS: 92 ( IEEE , Honolulu, Hawaii , 1998 ) . Google Scholar
K. R. Jespersen, International Journal of Innovation Management 14(3), 471 (2010), DOI: 10.1142/S136391961000274X. Link, Web of Science, Google Scholar
H. Kasper and J. Lemmink, Industrial Marketing Management 18(3), 199 (1989), DOI: 10.1016/0019-8501(89)90036-9. Crossref, Web of Science, Google Scholar
M. Kodama, Technovation 25(8), 895 (2005), DOI: 10.1016/j.technovation.2004.02.016. Crossref, Web of Science, Google Scholar
P. Koenet al., Research Technology Management 44(2), 46 (2001). Crossref, Web of Science, Google Scholar
P. A. Koenet al., The PDMA Toolbox for New Product Development, eds. P. Belliveau, A. Griffin and S. Somermeyer (John Wiley & Sons, West Essex, UK, 2002) pp. 5–35. Google Scholar
M. M. Lele, Managing Service Quality 7(3), 141 (1997), DOI: 10.1108/09604529710166914. Crossref, Google Scholar
D. Z. Levin and H. Barnard, International Journal of Technology Management 41(2), 22 (2008), DOI: 10.1504/IJTM.2008.015982. Crossref, Web of Science, Google Scholar
S. A. Lippman and R. P. Rumelt, Bell Journal of Economics 13, 418 (1982), DOI: 10.2307/3003464. Crossref, Google Scholar
A. Mwegeranoet al., Quality Technology and Quantitative Management 9(4), 407 (2012). Crossref, Web of Science, Google Scholar
I. Nonaka, Organization Science 5(1), 14 (1994), DOI: 10.1287/orsc.5.1.14. Crossref, Web of Science, Google Scholar
I. Nonaka and H. Takeuchi , The Knowledge Creating Company: How Japanese Companies Create the Dynamics of Innovation ( Oxford University Press , New York , 1995 ) . Crossref, Google Scholar
I. Nonaka and N. Konno, California Management Review 40(3), 40 (1998), DOI: 10.2307/41165942. Crossref, Web of Science, Google Scholar
G. Passiante , V. Elia and T. Massari , Creating Business Innovation Leadership: An Ongoing Experiment , eds. A. Romano , V. Elia and G. Passiante ( Ed. Scientifiche Italiane , Italy , 2001 ) . Google Scholar
K. Pavitt, Industrial and Corporate Change 11(1), 117 (2002), DOI: 10.1093/icc/11.1.117. Crossref, Web of Science, Google Scholar
R. Rapp , Strategic Information Technology: Opportunities for Competitive Advantage ( Idea Group Publishing , Hershey, PA , 2001 ) . Google Scholar
S. Revellino , Fostering innovation through the management of intellectual capital: A study of the automotive engineering services cluster in Turin , Proceedings of the 3rd Workshop on Visualizing, Measuring, and Managing Intangibles and Intellectual Capital ( EIASM , 2007 ) . Google Scholar
A. Rolstadaas, H. H. Hvolby and P. Falster, Lean Business Systems and Beyond, IFIP International Federation for Information Processing series 257, ed. T. Koch (Springer, US, 2008) pp. 383–391. Crossref, Google Scholar
K. Rouibah and K. R. Caskey, International Journal of Computer Integrated Manufacturing 18(6), 509 (2005), DOI: 10.1080/09511920500064797. Crossref, Web of Science, Google Scholar
N. Saccani, P. Johansson and M. Perona, International Journal of Production Economics 110(2), 52 (2007), DOI: 10.1016/j.ijpe.2007.02.009. Crossref, Web of Science, Google Scholar
J. A. Schumpeter , The Theory of Economic Development: An Inquiry into Profits, Capital, Credit, Interest, and the Business Cycle ( Harvard University Press , Cambridge, MA , 1934 ) . Google Scholar
N. Taifi et al. , Value creation for the after-sales services: Organizational and strategic perspectives , Proceedings of Special SMS Conference on Intersections of Strategy Processes and Strategy Practices ( Strategic Management Society , Chicago, US , 2010 ) . Google Scholar
N. Taifiet al., Semantic Web Personalization and Context Awareness: Management of Personal Identities and Social Networking, eds. M. Lytras, P. Ordóñez de Pablos and P. Damiani (IGI Global Publisher, 2011) pp. 81–93. Crossref, Google Scholar
N. Taifi and G. Passiante, Trends and Developments in Automotive Engineering, ed. M. Chiaberge (InTech, Rijeka, Croatia, 2011) pp. 61–78. Google Scholar
N. Taifi and G. Passiante, Service Industries Journal 32(11), 1 (2012), DOI: 10.1080/02642069.2011.575131. Web of Science, Google Scholar
J. Tidd and S. Barnes, International Journal of Entrepreneurship and Innovation Management 1(2), 109 (2000), DOI: 10.5367/000000000101298603. Crossref, Google Scholar
J. Tidd and Y. Izumimoto, Technovation 22(3), 137 (2002), DOI: 10.1016/S0166-4972(01)00006-2. Crossref, Web of Science, Google Scholar
J. Tidd , J. Bessant and K. Pavitt , Managing Innovation: Integrating Technological, Market and Organizational Change ( John Wiley & Sons, Ltd , West Essex, UK , 2005 ) . Google Scholar
M. L. Tushman and P. Anderson , Managing Strategic Innovation and Change: A Collection of Readings ( Oxford University Press , New York , 2004 ) . Google Scholar
E. Von Hippel , The Sources of Innovation ( Oxford University Press , New York , 1988 ) . Google Scholar
K. E. Weick , Sensemaking in Organizations ( Sage , Thousand Oaks, CA , 1995 ) . Google Scholar
S. C. Wheelwright and K. B. Clark , Revolutionizing Product Development ( Free Press , New York , 1992 ) . Google Scholar
R. K. Yin , Case Study Research: Design and Methods ( Sage Publications , Thousand Oaks, CA , 1994 ) . Google Scholar
F. Zwicky , Discovery, Invention, Research Through the Morphological Approach ( Macmillan Company , Toronto , 1966 ) . Google Scholar