..., research has shown that the approaches used for stock control in manufacturing situations do not apply to spare parts (Fortuin and Martin, 1999). © MCB UP Limited 2001 Customer care New product development Design After‐sales service End‐users of many types of product, ranging from...

... and reliability), the after‐sales service level and the effective price level have been considered to reflect a supplier′s performance. Appropriate surrogate measures for assessing these variables have been suggested. The performance level of a supplier has been judged in relation to the nature of the item, its...

... and links it to a manufacturing strategy model to produce a comprehensive strategy for customer satisfaction over the lifetime of a manufactured product. © MCB UP Limited 1991 After‐sales service Customer satisfaction Product differentiation Manufacturing strategy Note: This paper...