Shankar, R.; Vijayaraghavan, P.; Narendran, T. - In: Journal of Modelling in Management 1 (2006) 3, pp. 232-254
Purpose – Customer support assumes strategic importance in India for branded IT‐hardware products. An authorized service center and a stream of specialized service centers undertake field services and represent a sale‐territory's support network. “Time constrained” service men have to...