The Contingency Model of After-Sales Service Management in the Automotive Industry: A Case Study of After-Sales Services at Atin Part Company Based on the Combined Interpretive Structural DEMATEL-ISM-FUZZY Approach

Abstract

Objective: The present research aims to provide a contingency model for after-sales service management within the automotive industry, specifically focusing on the after-sales service sector of Atin Part Company, a subsidiary of Mammut Automotive Group.   Methodology: Initially, the researcher defines after-sales services using established sources and presents their own selected definition. Based on this, and with the aim of achieving the intended model, the general APQC framework was employed. After adapting it for contingencies with insights from 20 experts in the relevant industry, the combined interpretive structural DEMATEL-ISM approach was utilized to extract relationships and determine the nature of these elements.   Findings: The results indicate that the interpretive structural model is three-tiered and, based on the outcomes of the fuzzy DEMATEL, all components of the operational dimension have a causative or influential nature, which aligns with industrial logic, while the managerial support variables are influenced or consequential. The highest influence pertains to the components of product and service marketing and sales (C3) and information technology (IT) management. Conversely, the greatest impact is related to the provision of physical products and the development of human capital management.   Conclusion: According to this article, in the current context, after-sales service companies place significant importance on human capital; indeed, investments in human capital yield considerable returns. Additionally, as per ISM software output, vision and strategy, as well as organizational risk, align with the provision of physical products, existing on the same level, suggesting consistency among them.