TRANSFORMING AFTER-SALES SERVICE TO THE CUSTOMER SUPPORT SYSTEM (CSS): THE CONTINGENCY THEORY PERSPECTIVE

Since the concept of "supply chain management" has been raised in the 19th century, many of the related discussion mainly focus on the manufacturing-based industry. In 1988, Vandermerwe and Rada pionnerred the “servitization”-related discussion. As proposed by these scholars, involving service into the product provided brings more benefits to both manufacturers and consumers. The contingency theory is utilized in the Customer Support System (CSS) area by (Gebauer, 2007) and (Gebauer et al., 2008). For a CSS, the environment factor represents the change of customers’ need to manufacturing firms. In order to response to this change, firms have to adjust their internal strategy, and include services into their business activities. Further, under this strategy, the designs of organization and process are adjusted. As such they can meet customers’ requirements and improve customers’ loyalty.