Samsung India`s Rural Service Push: Venturing into New Avenues
| Case Code: MKTG433 Case Length: 10 Pages Period: - Pub Date: 2021 Teaching Note: Available |
Price: Rs.300 Organization : Samsung India Electronics Pvt. Ltd. Industry :Home Appliances & Consumer Products Countries : India Themes: Services Marketing, Rural Markets, Consumer Behavior, Service Operations |
Abstract Case Intro 1 Case Intro 2 Excerpts
Introduction
In late 2016, as part of ongoing efforts to revamp its after sales services and in a first-of-its-kind service initiative, Samsung India Electronics Pvt. Ltd. (Samsung India) launched 535 service vans called ‘Customer Delight Service Vans’. The company also added 250 service centers with a similar number of resident engineers, increasing its service network to over 3,000 service centers. Consequently, Samsung’s service network became the largest in the mobile and consumer durables categories in India...
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