For a Research on Shop Management for Extending After-sales Services

Abstract

Many Japanese companies are suffering in little or no growth in sales of products because of shrinking market. Some companies are trying to extend revenues from after-sales services, but it seems that few companies are succeeding in growing after-sales services. This is partially because there is a challenge of making new service standard in each shop for the transition for servitization. In addition, conflict between departments and resistance from shop floor staffs might occur. In this paper, possible problems about standardization, distribution of authority between headquarters and shops and conflict will be discussed depending on existing researches to gain future research themes and implications for the transition for the after-sales service oriented company.