SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Impact Of After Sale Service Characteristics on Customer Satisfaction
16 references·2 citing·49 second hop
Impact Of After Sale Service Characteristics on Customer Satisfaction (2011)Impact Of After Sale Service Characterist…Factors Affecting Customer Satisfaction in After-Sales Service of Malaysian Electronic Business Market (2010)Factors Affecting Customer Sa…Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)Relationships and impacts of …After‐sales service quality as an antecedent of customer satisfaction (2008)After‐sales service quality a…Structuring front office and back office work in service delivery systems (2007)Structuring front office and …The role and performance measurement of after‐sales in the durable consumer goods industries: an empirical study (2006)The role and performance meas…A conceptual framework for the development of a service delivery strategy for industrial systems and products (2004)A conceptual framework for th…Product warranty logistics: Issues and challenges (2003)Product warranty logistics: I…Managing the transition from products to services (2003)Managing the transition from …Supply chain complexity and delivery performance: an international exploratory study (2001)Supply chain complexity and d…Employee Satisfaction, Customer Loyalty, and Financial Performance (1998)Employee Satisfaction, Custom…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Measuring Customer Satisfaction: Fact and Artifact (1992)Measuring Customer Satisfacti…An Investigation of Consumer Product Warranties as Market Signals of Product Reliability (1988)An Investigation of Consumer …A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Principles of Marketing (1972)Principles of MarketingThe Product Warranty as an Element of Competitive Strategy (1968)The Product Warranty as an El…A simulation based continuous improvement approach for manufacturing based field repair service contracting (2016)A simulation based continuous…The Relationship between Complaints, Emotion, Anger, and Subsequent Behavior of Customers (2013)The Relationship between Comp…Case Study Research: Design and Methods (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Qualitative Data Analysis: An Expanded Sourcebook (1994)Service Architecture and Modularity* (2009)Service Delivery Innovation (2009)Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens (2017)A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Zero defections: quality comes to services. (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The Behavioral Consequences of Service Quality (1996)Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn (2000)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Organization Theory and Design (1983)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Information Distortion in a Supply Chain: The Bullwhip Effect (1997)Cloud Computing in Support of Supply Chain Information System Infrastructure: Understanding When to go to the Cloud (2013)The application of ISM model in evaluating agile suppliers selection criteria and ranking suppliers using fuzzy TOPSIS-AHP methods (2015)Implementing sustainability in multi-tier supply chains: Strategies and contingencies in managing sub-suppliers (2016)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Basics of Qualitative Research (1992)Basics of Qualitative Research (1992)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Overcoming the Service Paradox in Manufacturing Companies (2005)The servitization of manufacturing (2009)Pursuing green growth in technology firms through the connections between environmental innovation and sustainable business performance: Does service capability matter? (2018)Prospect Theory: An Analysis of Decision under Risk (1979)The Satisfaction With Life Scale (1985)Prospect theory: An analysis of decision under risk (1988)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)E‐satisfaction and e‐loyalty: A contingency framework (2003)WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The value of value: Further excursions on the meaning and role of customer value (2011)The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty (2017)Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2018)Perspectives in reverse logistics: A review (2009)A reverse logistics decisions conceptual framework (2011)A Definition and Theoretical Review of the Circular Economy, Value Creation, and Sustainable Business Models: Where Are We Now and Where Should Research Move in the Future? (2018)Classifying Services to Gain Strategic Marketing Insights (1983)Use of mass media campaigns to change health behaviour (2010)Effects of innovation types on firm performance (2011)
this work references cited by second hop

References

  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1972Principles of Marketing5,598 cited
  • 2003Managing the transition from products to services2,331 cited
  • 2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study816 cited
  • 1992Measuring Customer Satisfaction: Fact and Artifact706 cited
  • 1998Employee Satisfaction, Customer Loyalty, and Financial Performance616 cited
  • 2001Supply chain complexity and delivery performance: an international exploratory study176 cited
  • 2003Product warranty logistics: Issues and challenges164 cited
  • 2007Structuring front office and back office work in service delivery systems122 cited
  • 1988An Investigation of Consumer Product Warranties as Market Signals of Product Reliability101 cited
  • 2008After‐sales service quality as an antecedent of customer satisfaction91 cited
  • 2004A conceptual framework for the development of a service delivery strategy for industrial systems and products91 cited
  • 2006The role and performance measurement of after‐sales in the durable consumer goods industries: an empirical study90 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1968
The Product Warranty as an Element of Competitive Strategy
68 cited
  • 2010Factors Affecting Customer Satisfaction in After-Sales Service of Malaysian Electronic Business Market45 cited
  • Cited by

    • 2013The Relationship between Complaints, Emotion, Anger, and Subsequent Behavior of Customers16 cited
    • 2016A simulation based continuous improvement approach for manufacturing based field repair service contracting13 cited