From after-sale service to e-commerce – A roadmap for implementing e-services in an industrial B2B context

Abstract

The objective of this research was to develop an implementation framework for an online after-sales service platform with a special focus on spare part supply. The research design is a single in-depth case study with multiple units of analysis. Data was collected based on mixed-method. Internal interviews and observation were used. Further, a customer survey was conducted and generic benchmarking with two other companies was performed. The results from the customer survey suggest information quality is preeminent for the provision of after-sales relevant information online. Information must be complete, correct and up-dated. The system quality fosters the acquisition of information, stimulates self-service and is predominant for spare part ordering. Service quality was not found to be of great significance. Extensive literature review has been composed related to the three key elements of this study. Firstly, the after-sales management was examined and relevant elements for the online platform were detected. Secondly, product information management was considered as vital for the spare part provision and for the e-commerce implementation. Thirdly, e-business, e-commerce and e-services were illuminated. As a result, an implementation framework was developed and tested. This research presents both theoretical and managerial contributions.