Capturing the aftermarket in engineering organizations: opportunities and challenges

Stewart Johnstone, Andrew Dainty, Adrian Wilkinson

Research output: Chapter in Book/Report/Conference proceedingConference contribution book

1 Citation (Scopus)

Abstract

The provision of additional services to accompany the sale of products is increasingly central to the business strategies of companies in manufacturing and engineering, often referred to as aftermarket services (AMS). The purpose of this paper is to explore the experience of expanding AMS in the context of a leading organization in the engineering sector. The paper explores the meaning of - and rationale for - AMS provision and the manifestations of aftermarket service offerings. AMS enthusiasts envisage an array of benefits including: higher margins, better exploitation of an installed asset base and smoother revenue streams. However, the paper reveals that whilst organizations may And lifecycle AMS attractive, the transition to becoming an integrated provider of product and AMS is likely to be more complex than much of the extant literature suggests.

Original languageEnglish
Title of host publication5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08
PublisherIEEE
Number of pages5
ISBN (Print)9781424416721
DOIs
Publication statusPublished - 26 Sep 2008
Event5th International Conference on Service Systems and Service Management, ICSSSM'08 - Melbourne, Australia
Duration: 30 Jun 20082 Jul 2008

Publication series

Name5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08

Conference

Conference5th International Conference on Service Systems and Service Management, ICSSSM'08
CountryAustralia
CityMelbourne
Period30/06/082/07/08

Keywords

  • aftermarket services
  • integration solutions
  • service
  • solutions

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  • Cite this

    Johnstone, S., Dainty, A., & Wilkinson, A. (2008). Capturing the aftermarket in engineering organizations: opportunities and challenges. In 5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08 [4598560] (5th International Conference Service Systems and Service Management - Exploring Service Dynamics with Science and Innovative Technology, ICSSSM'08). IEEE. https://doi.org/10.1109/ICSSSM.2008.4598560