Internetworked after-sales service
2004 (English)In: Industrial Marketing Management, ISSN 0019/8501, Vol. 33, no 2, 75-86 p.Article in journal (Refereed) Published
Firms, even ones in relatively heavy industries, seem to be moving in a direction in which information technology (IT) is becoming more and more integrated into their organizations. This paper describes a good, perhaps model, firm that appears to be getting better by recognizing IT per se as an actor in its after-sales organization. Both a smarter product and IT produced evolutionary changes in its after-sales operations. As the product becomes self-diagnostic, it is increasingly evident that the technology is an actual participant in the organization. These developments are interpreted in terms of internetworking concepts. Perhaps one outcome of this study will be to encourage leaders/managers to utilize some of the precepts of actor network theory (ANT) in their thinking.
Place, publisher, year, edition, pages
2004. Vol. 33, no 2, 75-86 p.
After-sales service, Technology, Capital goods, International distribution, Actor network
IdentifiersURN: urn:nbn:se:umu:diva-5817DOI: doi:10.1016/S0019-8501(03)00019-1OAI: oai:DiVA.org:umu-5817DiVA: diva2:145485