A predictive analytics approach to improve the dealers-manufacturer relationship in the after-sales service network; case study in the automotive industry

IF 3 Q2 OPERATIONS RESEARCH & MANAGEMENT SCIENCE

International Journal of Management Science and Engineering Management Pub Date : 2022-08-28 DOI:10.1080/17509653.2022.2116733

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.

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一种预测分析方法，用于改善售后服务网络中的经销商-制造商关系；汽车行业案例研究

摘要经销商负责将汽车行业的客户与制造商联系起来。经销商和制造商之间的有效关系可以提高客户满意度和忠诚度。本研究提供了一种评估影响经销商-制造商关系的因素的方法，并开发了一种预测制造商如何在售后服务网络中继续或终止与经销商合作的解决方案，这在文献中讨论较少。我们使用预测分析工具和分类方法，根据2年的真实数据，将经销商的合作作为因变量分为两类进行预测。我们的研究结果表明，在汽车售后服务网络中，经销商的绩效违规、经销商原则的改变和服务收入对经销商的合作影响最大。此外，本研究还为制造商提出了一个经销商管理解决方案，以向他们展示在正确的时间进行经销商合作的正确决策。该解决方案可用于售后服务网络中的真实案例，以防止使用冗余资源，改善经销商的薄弱绩效，避免不必要的合作终止，避免吸引新经销商的成本，减少客户不满。

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来源期刊

International Journal of Management Science and Engineering Management OPERATIONS RESEARCH & MANAGEMENT SCIENCE-

CiteScore

8.50

自引率

33.30%

发文量

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.