Applied the grounded theory and IPA to explore the success factors of after-sales service

Toong Chinn Koh, Tzong-Ru Lee and Agnieszka M. Dadura

International Journal of Enterprise Network Management, 2012, vol. 5, issue 4, 381-401

Abstract: This research is to explore the success factors of after-sales service from a manufacturer perspective. By analysis, the performance of each factor to understand the area needs to concentrate by the industry. Interview technique, grounded theory method and IPA method are the approaches in this paper to determine the key factors of after-sales service structure of Taiwan plastic and rubber machinery manufacturer. The findings would help managers to understand current issues and practices on after-sales service. From this perspective, the current research is expected to make a contribution towards bridging the gap between research and actual managerial after-sales service practice.

Keywords: importance-performance analysis; IPA; after-sales service; grounded theory method; Taiwan; machinery manufacturing industry; enterprise network management; plastics and rubber machinery. (search for similar items in EconPapers)
Date: 2012
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