Capturing the aftermarket in engineering organizations: opportunities and challenges

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Title Capturing the aftermarket in engineering organizations: opportunities and challenges
Author Johnston, Stewart; Dainty, Andrew; Wilkinson, Adrian John
Publication Title 5th International Conference on Service Systems and Service Management (ICSSSM'08)
Editor Vincent C S Lee, JianChen,Wee-Keong Ng, Kok-Leong Ong, Ting Yean Tan
Year Published 2008
Place of publication USA
Publisher IEEE
Abstract The provision of additional services to accompany the sale of products is increasingly central to the business strategies of companies in manufacturing and engineering, often referred to as aftermarket services (AMS). The purpose of this paper is to explore the experience of expanding AMS in the context of a leading organization in the engineering sector. The paper explores the meaning of – and rationale for - AMS provision and the manifestations of aftermarket service offerings. AMS enthusiasts envisage an array of benefits including: higher margins, better exploitation of an installed asset base and smoother revenue streams. However, the paper reveals that whilst organizations may find lifecycle AMS attractive, the transition to becoming an integrated provider of product and AMS is likely to be more complex than much of the extant literature suggests.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1109/ICSSSM.2008.4598560
Copyright Statement Copyright 2008 IEEE. Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copyrighted component of this work in other works must be obtained from the IEEE.
ISBN 978-1-4244-1672-1
Conference name 5th International Conference on Service Systems and Service Management (ICSSSM'08)
Location Melbourne, Australia
Date From 2008-06-30
Date To 2008-07-02
URI http://hdl.handle.net/10072/23091
Date Accessioned 2009-05-11
Date Available 2010-10-27T08:27:14Z
Language en_AU
Research Centre Centre for Work, Organisation and Wellbeing
Faculty Griffith Business School
Subject PRE2009-Industrial Relations
Publication Type Conference Publications (Full Written Paper - Refereed)
Publication Type Code e1

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