A predictive analytics approach to improve the dealers-manufacturer relationship in the after-sales service network; case study in the automotive industry
Ahmad Ebrahimi, Pouyan Bakhshizadeh, Reyhaneh Varasteh
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引用次数: 1
Abstract
ABSTRACT The dealers are responsible for connecting customers to manufacturers in the automotive industry. An effective relationship between the dealers and the manufacturers can lead to customer satisfaction and loyalty. This research provides an approach to evaluate factors affecting the dealers-manufacturer relationship and develop a solution for predicting how manufacturers can continue or terminate the cooperation with their dealers in the after-sales service network, which is less discussed in the literature. We used predictive analytics tools and classification methods to predict dealers’ cooperation as a dependent variable in two classes based on a 2-year real-life collected data. Our results revealed that dealer performance violations, changing dealer principles, and the services revenue have the most effect on the cooperation of dealers in the automotive after-sales service network. Also, this research proposed a dealer management solution for manufacturers to show them the correct decisions for the dealers’ cooperation at the right time. This solution can be used in real-life cases in after-sales service networks to prevent using redundant resources, improve the weak performance of dealers, avoid unnecessary termination of cooperation, avoid the costs of attracting new dealers, and decrease customer dissatisfaction.
期刊介绍：
International Journal of Management Science and Engineering Management (IJMSEM) is a peer-reviewed quarterly journal that provides an international forum for researchers and practitioners of management science and engineering management. The journal focuses on identifying problems in the field, and using innovative management theories and new management methods to provide solutions. IJMSEM is committed to providing a platform for researchers and practitioners of management science and engineering management to share experiences and communicate ideas. Articles published in IJMSEM contain fresh information and approaches. They provide key information that will contribute to new scientific inquiries and improve competency, efficiency, and productivity in the field. IJMSEM focuses on the following: 1. identifying Management Science problems in engineering; 2. using management theory and methods to solve above problems innovatively and effectively; 3. developing new management theory and method to the newly emerged management issues in engineering; IJMSEM prefers papers with practical background, clear problem description, understandable physical and mathematical model, physical model with practical significance and theoretical framework, operable algorithm and successful practical applications. IJMSEM also takes into account management papers of original contributions in one or several aspects of these elements.
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