Warranty fraud management
Subtitle: reducing fraud and other excess costs in warranty and service operations
By: Matti Kurvinen, Ilkka Toyryla, D. N. Prabhakar Murthy
Contributors: Töyrylä, Ilkka, 1970- author; Murthy, D. N. P., author
Series: Wiley and SAS business series; Wiley and SAS business series
Published: 2016
Language: eng
Number of pages: 373
ISBN-13: 9781119223887
Subjects: Warranty; Quality of products; Products liability; Sales management
Notes: Includes bibliographical references and index.
Table of contents: title: Foreword; title: Preface; title: Acknowledgments; title: About the Authors.  Chapter 1: Overview.; title: Chapter 2: Products and Product Warranty.; title: Chapter 3: Warranty Servicing.; title: Chapter 4: Warranty Costs.; title: Chapter 5: Warranty Management Chapter.; title: 6: Warranty Fraud; title: Chapter 7: Warranty Control Framework.; title: Chapter 8: Customer Fraud Management.; title: Chapter 9: Service Agent Fraud Management.; title: Chapter 10: Fraud Management with Other Parties.; title: Chapter 11: Structures Influencing Warranty Fraud.; title: Chapter 12: Implementing a Warranty Control Framework.; title: hapter 13: Epilogue.; title: Appendix A: Detailed Claim Data.; title: Appendix B: Agency Theory.; title: Appendix C: Game Theory.; title: Glossary.; title: ACRONYMS.; title: References.; title: Index.