Communications and expectations in after sales service provision: Experiences of an international Swedish firm

After-sales service can be an important competitive factor in the global ma rketplace. This paper describes the operations of a Swedish firm and explor es the apparent differences that develop in the provision of after-sales se rvices through a distribution network for capital goods across national cul tures. Results should be especially interesting to practitioners who have t his responsibility on a day to day basis. (C) 1999 Elsevier Science Inc. Al l rights reserved.