T. Baines, H. Lightfoot, O. Benedettini, and J. Kay, The servitization of manufacturing, Journal of Manufacturing Technology Management, vol.20, issue.5, pp.547-567, 2009.
DOI : 10.1108/17410380910960984

W. Alexander, S. Dayal, J. Dempsey, V. Ark, and J. , The secret life of factory service centers. The McKinsey Quarterly, pp.108-115, 2002.

E. Legnani, S. Cavalieri, and S. Ierace, A framework for the configuration of after-sales service processes, Production Planning & Control, vol.9, issue.2, pp.113-124, 2009.
DOI : 10.1108/09564239510096902

P. Gaiardelli, N. Saccani, and L. Songini, Performance measurement of the after-sales service network???Evidence from the automotive industry, Computers in Industry, vol.58, issue.7, pp.698-708, 2007.
DOI : 10.1016/j.compind.2007.05.008

A. Dennis and . Mj, Service management: Building profits after the sales, Supply Chain Management Review, vol.7, pp.42-48, 2003.

R. Metters, A. Marucheck, M. Ann, and R. , Service Management?Academic Issues and Scholarly Reflections from Operations Management Researchers, Decision Sciences, vol.4, issue.2, pp.195-214, 2007.
DOI : 10.1111/j.1540-5414.2006.00109.x

E. Watson, P. Chawda, and B. Mccarthy, A Simulation Metamodel for Response-Time Planning, Decision Sciences, vol.26, issue.3, pp.217-241, 1998.
DOI : 10.1093/mind/LIX.236.433

D. Power and R. Sharda, Decision support systems, pp.1539-1548, 2009.

P. Hertz, G. Finke, and P. Schonsleben, Industrial field service network planning: Existing methods in supply chain planning and modeling and their applicability for field services, ICSSSM12, pp.258-263, 2012.
DOI : 10.1109/ICSSSM.2012.6252232

P. Colen and M. Lambrecht, Product service systems: exploring operational practices. The Service Industries Journal 1?15, p.614344, 2011.
DOI : 10.1080/02642069.2011.614344

S. Chakravarthy and S. Agnihothri, Optimal Workforce Mix in Service Systems with Two Types of Customers, Production and Operations Management, vol.31, issue.4, pp.218-231, 2005.
DOI : 10.1111/j.1937-5956.2005.tb00020.x

P. Colen and M. Lambrecht, Cross-training policies in field services, International Journal of Production Economics, vol.138, issue.1, pp.76-88, 2012.
DOI : 10.1016/j.ijpe.2012.03.003

URL : https://lirias.kuleuven.be/bitstream/123456789/287367/1/KBI_1032.pdf

K. Frederick, C. R. Van, B. Klimberg, R. , V. Bennekom et al., Aggregate planning models for field service delivery, Location Science, vol.5, pp.181-195, 1997.

D. Banerjee, G. Dasgupta, and N. Desai, Simulation-based evaluation of dispatching policies in service systems, Proceedings of the 2011 Winter Simulation Conference (WSC), pp.779-791, 2011.
DOI : 10.1109/WSC.2011.6147805

A. Hill, An Experimental Comparison of Dispatching Rules for Field Service Support, Decision Sciences, vol.25, issue.4, pp.235-249, 1992.
DOI : 10.2307/2581724

D. Joseph and S. Rg, Using Simulation To Evaluate Resource Utilization Strategies, SIMULATION, vol.74, pp.75-83, 2000.

A. V. Hilla, S. Marcha, C. Nachtsheima, and M. Shanker, An Approximate Model for Field Service Territory Planning, IIE Transactions, vol.33, issue.2, pp.2-10, 1992.
DOI : 10.1080/07408179208964194

Q. Tang, G. Wilson, and E. Perevalov, An approximation manpower planning model for after-sales field service support, Computers & Operations Research, vol.35, issue.11, pp.3479-3488, 2008.
DOI : 10.1016/j.cor.2007.01.022

W. Abernathy, N. Baloff, J. Hershey, and S. Wandel, A Three-Stage Manpower Planning and Scheduling Model???A Service-Sector Example, Operations Research, vol.21, issue.3, pp.693-711, 1973.
DOI : 10.1287/opre.21.3.693

T. Dinh, Manpower Capacity Planning Model Using a Queuing Approach for Ocè Nederland BV After-Sales Field Service Support, 2009.

A. Aggarwal, Simulation as a DSS modelling technique Information &amp, Management, vol.19, issue.90, pp.295-305, 1990.
DOI : 10.1016/0378-7206(90)90044-i

E. Mjema, An analysis of personnel capacity requirement in the maintenance department by using a simulation method, Journal of Quality in Maintenance Engineering, vol.8, issue.3, pp.253-273, 2002.
DOI : 10.1108/13552510210439829

J. Visser, G. Howes, G. Visser, and . H. Jk, A SIMULATION TECHNIQUE FOR OPTIMISING MAINTENANCE TEAMS FOR A SERVICE COMPANY, The South African Journal of Industrial Engineering, vol.18, issue.2, pp.169-185, 2007.
DOI : 10.7166/18-2-125

S. Duffuaa and A. Raouf, A simulation model for determining maintenance staffing in an industrial environment, SIMULATION, vol.59, issue.2, pp.93-99, 1992.
DOI : 10.1177/003754979205900203

P. Colen and M. Lambrecht, Cross training policies in a maintenance field service organization, Open Access publications from Katholieke Universiteit Leuven, vol.46, 2010.

S. Agnihothri and A. Mishra, Cross-training Decisions in Field Services with Three Job Types and Server-Job Mismatch*, Decision Sciences, vol.29, issue.1, pp.239-257, 2004.
DOI : 10.1111/j.00117315.2004.02642.x

S. Agnihothri, A. Mishra, and D. Simmons, Workforce cross-training decisions in field service systems with two job types, Journal of the Operational Research Society, vol.31, issue.4, pp.410-418, 2003.
DOI : 10.1287/opre.33.1.168

M. Rapaccini, F. Visintin, and A. Sistemi, A simulation-based DSS for field service delivery optimization. The International Workshop on Modelling & Applied Simulation -MAS, 2008.

M. Pidd, Computer modelling for discrete simulation Simulation Modeling and Analysis, p.7549354, 1989.

F. Liu, P. Luh, B. Moser, and R. Kegg, Scheduling and Coordination of Distributed Design Projects, CIRP Annals - Manufacturing Technology, vol.47, issue.1, pp.111-114, 1998.
DOI : 10.1016/S0007-8506(07)62797-8