Analysis of the Field Service Function of Selected Electronics Firms.

摘要

For the purposes of this study, field service was defined as the function concerned with the servicing and maintaining, by the manufacturer or supplier, of products (usually owned by customers) used away from the manufacturer's or supplier's site. Field service is an important component of the service sector and of customer service. Field service availability and quality of this service are increasingly being used by customers as a means of product selection. many companies have recognized this trend and have identified field service as a competitive edge. A review of the field service literature and discussions with field service consultants and professionals indicated a lack of field service research--more specifically, a systems analysis of the area was lacking. The purpose of this research was to examine, utilizing a systems perspective, the field service practices of leading electronics firms in order to develop field service management propositions (empirical generalizations) and a prescriptive model of best practice. The electronics industry was selected due to the critical relation of service-based competition to company profitability.