... to consistently design their corporate after‐sales service strategic performances with those required at operational levels within a service chain. Research limitations/implications Further development must be carried out in order to: enlarge the sample of companies and cases where the model can be applied...

...Jillian MacBryde; Zoe Radnor; N. Saccani; L. Songini; P. Gaiardelli Purpose To analyse the role of after‐sales services in manufacturing contexts, and the related after‐sales performance measurement systems. Design/methodology/approach An exploratory case study research was performed...