After the Sale: Leveraging Maintenance with Information Technology
Ives, Blake, Vitale, Michael R.
Management Information Systems Quarterly · 1988 · Volume 12 · Issue 1
Abstract
Post-sale maintenance is already an important part of the competitive strategy of some firms and will become increasingly important to many others in the future. Information technology can be a significant factor in leveraging investments in maintenance and in directing a firm’s overall approach to the maintenance issue. This paper presents a conceptual framework for understanding, along with a series of examples that illustrate, the role information technology can play in the maintenance process. The framework and examples are intended to serve as a catalyst for identifying applications of information technology to post-sale maintenance.
Keywords
Competitive uses of information technology, service, product maintenance, H.4, J.1
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