After-Sales Services:Technology Management and Beyond

摘要

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.