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Performance measurement of the after-sales service network: Evidence from the automotive industry
16 references·0 citing·48 second hop
Performance measurement of the after-sales service network: Evidence from the automotive industry (2015)Performance measurement of the after-sale…After-sales service competition in a supply chain: Does uncertainty affect the conflict between profit maximization and customer satisfaction? (2013)After-sales service competiti…Performance measurement of the after-sales service network—Evidence from the automotive industry (2007)Performance measurement of th…Performance Contracting in After-Sales Service Supply Chains (2007)Performance Contracting in Af…Configuring the after-sales service supply chain: A multiple case study (2007)Configuring the after-sales s…Aligning strategic profiles with operational metrics in after‐sales service (2007)Aligning strategic profiles w…The role and performance measurement of after‐sales in the durable consumer goods industries: an empirical study (2006)The role and performance meas…Service quality models: a review (2005)Service quality models: a rev…Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences (2002)Customer evaluations of after…Managing Customer Service (1998)Managing Customer ServiceAfter‐sales service ‐ necessary evil or strategic opportunity? (1997)After‐sales service ‐ necessa…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…After sales service quality: Views between industrial customers and service managers (1989)After sales service quality: …Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Principles of Marketing (1972)Principles of MarketingCoefficient Alpha and the Internal Structure of Tests (1951)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Breaking Free from Product Marketing (1977)ON GOODS AND SERVICES (1977)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)An analysis of the e‐service literature: towards a research agenda (2006)Does higher education service quality effect student satisfaction, image and loyalty? (2016)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)The balanced scorecard : measures that drive performance (1992)The balanced scorecard--measures that drive performance. (1992)The balanced scorecard: Translating strategy into action (1997)Understanding service uncertainties in industrial product–service system cost estimation (2010)Impact of the changing business environment on performance measurement and management practices (2020)The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service (2021)Aggregation and Linearity in the Provision of Intertemporal Incentives (1987)Multitask Principal–Agent Analyses: Incentive Contracts, Asset Ownership, and Job Design (1991)A Theory of Incentives in Procurement and Regulation (1993)Towards a service-based business model – Key aspects for future competitive advantage (2010)Servitization: Disentangling the Impact of Service Business Model Innovation on the Performance of Manufacturing Firms (2012)How Business Customers Judge Solutions: Solution Quality and Value in Use (2016)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Culture's Consequences: International Differences in Work-Related Values (1981)Hofstede's dimensions of culture in international marketing studies (2006)Market Orientation and Performance: A Meta‐Analysis and Cross‐National Comparisons* (2006)Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justice (2006)Case Study Research: Design and Methods (1984)Case Study Research: Design and Methods (1991)Qualitative Data Analysis: An Expanded Sourcebook (1994)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)Global Value Chains in a Changing World (2013)The effects on customer satisfaction and customer loyalty by integrating marketing communication and after sale service into the traditional marketing mix model of Umrah travel services in Malaysia (2020)Use of mass media campaigns to change health behaviour (2010)Effects of innovation types on firm performance (2011)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1972Principles of Marketing5,598 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,051 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 2005Service quality models: a review1,036 cited
  • 2007Performance Contracting in After-Sales Service Supply Chains520 cited
  • 2007Configuring the after-sales service supply chain: A multiple case study179 cited
  • 2007Performance measurement of the after-sales service network—Evidence from the automotive industry147 cited
  • 2002Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences146 cited
  • 2007Aligning strategic profiles with operational metrics in after‐sales service94 cited
  • 2006The role and performance measurement of after‐sales in the durable consumer goods industries: an empirical study90 cited
  • 1997After‐sales service ‐ necessary evil or strategic opportunity?77 cited
  • 2013After-sales service competition in a supply chain: Does uncertainty affect the conflict between profit maximization and customer satisfaction?

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65 cited
  • 1989After sales service quality: Views between industrial customers and service managers54 cited
  • 1998Managing Customer Service40 cited
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