Evaluation of product support sources

Companies must weigh the trade-offs of support strategies and choose between the effectiveness of meeting customer expectations and the cost of implementing product support tools and services. These support strategies can be critical to the success of a company and therefore, must provide efficient problem resolution in order to meet the satisfaction of the customer and retailer. This thesis reviews survey data collected from a large agricultural equipment company’s retailers on their satisfaction of product support tools and services provided by the company, and how the retailers utilize these product support tools and services when attempting to resolve a product issue. This evaluation of a company’s product support strategy leads to the identification of potential solutions to help maximize the efficiency of the problem resolution process, as well as minimize the opportunity costs and financial costs of product support sources.

Grantor dc:publisher

Kansas State University

Year dc:date.issued

2014

Author dc:creator

• Mosier, Joseph

• Dealer survey
• Satisfaction
• Product support

Statement dc:rights

• © the author. This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s).

Licence dc:rights.uri

• http://rightsstatements.org/vocab/InC/1.0/

Language dc:language.iso

en_US

Handle dc:identifier.uri

http://hdl.handle.net/2097/35742

OAI identifier oai:identifier

oai:krex.k-state.edu:2097/35742