Current warranty strategies typically focus on the interests of either the manufacturer or the customer, and fail to meet the diverse needs of the customers, as they only consider a single reimbursement or repair method. Furthermore, these strategies neglect out-of-warranty customers, resulting in a loss of profit for manufacturers. To serve both in-warranty and out-of-warranty customers, a novel two-dimensional combination warranty strategy is proposed in this paper which combines two reimbursement methods and two repair methods. Under the two-dimensional combination warranty strategy, we establish an integrated scheduling model for determining repair strategies and allocating service resources, referred to as 2DCW-MSRASM. In 2DCW-MSRASM, the manufacturer arranges appropriate warranty strategies for in-warranty orders according to the corresponding product conditions (age and usage), while for out-of-warranty customers, the manufacturer makes decisions based on its own resource situation and customer preferences. The objective of 2DCW-MSRASM is to achieve an optimal scheduling that maximizes the manufacturer’s profit and the satisfaction of both in-warranty and out-of-warranty customers. In this model, TODIM (an acronym in Portuguese of Interactive and Multi-Criteria Decision Making) is utilized to evaluate the repair services from the customer’s perspective, which considers the limited rationality of decision-makers. An improved non-dominated neighbor immune algorithm (INNIA) is developed to solve the model, incorporating an initialization method and three problem-oriented local search operators to enhance search capability. Following that, extensive experiments are conducted to demonstrate the superiority of INNIA. Eventually, the proposed strategy is demonstrated to possess noteworthy advantages when the order size is large and the proportion of in-warranty orders is high.
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