After the Sale: Leveraging Maintenance with Information Technology
Authors: Ives, Blake; Vitale, Michael R.
Journal: MIS Quarterly (1988)
DOI: 10.2307/248797
<jats:p>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.</jats:p>