Abstract
As smart phone industry competition is getting intensely, customers are not only demanding product appearance, functionality and quality increasingly but also demand after sale’s service quality and convenience more and more critical. After-sales service is not only just considered to be extra additional services, it became one of the considerations when customers buy product. Repair service is one of contact window of company and directly contact with customers, especially played an important role in customer satisfaction. In recent years, as the global economic downturn, companies in order to reduce the cost and provide better customer service quality and convenience, have adopted outsourcing to provide after-sales service, however, many of the outsourcers will difficultly to manage, as well as repair quality cannot be fully controlled, the company could not be more understanding the pulse of market changes and demand to cope with the design of future products. Therefore, this study will adopt hTC company case to explore, when hTC encounter after-sales service "cost reduction", hTC how to take into account the product "enhance the value".