Article ID: | iaor19992350 |
Country: | United States |
Volume: | 29 |
Issue: | 8 |
Start Page Number: | 627 |
End Page Number: | 639 |
Publication Date: | Aug 1997 |
Journal: | IIE Transactions |
Authors: | Cohen Morris A., Zheng Yu-Sheng, Agrawal Vipul |
Keywords: | computers, distribution |
This paper summarizes the results of a benchmark study focusing on after-sales service logistics systems for technologically complex high-value products, i.e., in the computer industry. Current industrial practices and trends in service logistics operations are reported on. Specific data on costs, revenues, service measures, control policies, and distribution strategies were collected and used to define best practice performance. Analysis methodologies to support cross-sectional comparisons and causal factors are discussed.