9 DISCUSSION AND CONCLUSIONS
9.5 F URTHER RESEARCH CONSIDERATIONS
Further research opportunities are rooted in a plethora of aspects. On the one hand, Sharma (2007) illustrated that the e-service strategy implementation is also contingent upon country-specific characteristics. These characteristics are broken down into two dimensions, namely country´s infrastructure development and country´s marketing institutional development. These facets have been largely neglected in this research and thus, present further research possibilities.
Secondly, a longitudinal research could be conducted related to how successful the implementation of the online after-sales project has been and what elements and aspects needed to be adjusted in the long-term. Furthermore, omni-channel integration and comprehensive customer experience analysis of the online after-sales service platform present another research consideration. Thirdly, as the online after-sales platform can induce some internal challenges, it could be interesting to investigate if and how the service bundle for MRO, spare parts and online services should be altered to achieve an optimized service provision model. This can be combined with the analysis of business model innovation and digital business model development. Servitization and service-dominant-logic can be regarded as further approaches toward the subject matter of online after-sales service provision. Developing a toolset for measuring the online after-sales platform performance also indicates a research possibility. Finally, the proposed implementation framework can be tested and validated in other business areas as well as for other company sizes, specifically for small-sized enterprises.
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APPENDICES
Appendix 1: Summary of important academic articles related to e-service quality
Appendix 2: Customer survey: questionnaire
Please enter your contact details:
Region:
Are you Company K´s:
1. What experience do you have with electronic spare part stores?
2. Please, write down the software or company name that provides online purchasing services and that you are currently using:
3. Please, write down the software or company name that provides online purchasing services and that you are satisfied with:
4. How satisfied are you with Company K's product-specific information that is currently available in eCompany or that are provided in any other form (price lists, etc.)? (5-highly satisfied;
1-dissatisfied, IDK – I don´t know)
5. Do you think that if there would be more online information on spare parts provided by Company K (e.g. on eCompany), you could conduct self-service in certain areas and save time and effort by resolving problems on your own?
6. What information and what self-service tools would that be?
7. How important is it to you to have access to online instructions on how to conduct spare part replacements through the online service portal? (5-important; 1-irrelevant; IDK-I don´t know) 8. Do you consider online-based training related to maintenance (such as videos, online courses,
etc.) as important? (5-important; 1-irrelevant; IDK-I don´t know) 9. Which topic would be of interest to you?
10. Generally, how satisfied are you currently with the e-services provided by Company K related to spare parts ordering? (5-highly satisfied; 1-dissatisfied, IDK – I don´t know)
11. Which of the following media do you use to order spare parts from Company K?
Company K ´s phone service
12. How satisfied are you with the following services? (5-highly satisfied; 1-dissatisfied, IDK – I don´t
Group E-mail (after.sales@company K.com / spare parts@company K.com) Social media (Facebook, vKontakte, etc.)
Company K´s availability outside of office hours (7 am-6pm)
13. Are the following interfaces sufficiently easy to use? (5-very easy; 1-difficult; IDK - I don´t know) eCompany
Group E-mail (after.sales@company K.com / spare parts@company K.com) Company website
Group E-mail (after.sales@company K.com / spare parts@company K.com) Company website