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After sales service: key settings for improving profitability and customer satisfaction
16 references·0 citing·44 second hop
After sales service: key settings for improving profitability and customer satisfaction (2021)After sales service: key settings for imp…Research on the influence of after-sales service quality factors on customer satisfaction (2020)Research on the influence of …Re-engineering Manufacturing for Sustainability (2013)Re-engineering Manufacturing …Exploitation or exploration in service business development? (2010)Exploitation or exploration i…After-sales service competition in a supply chain: Optimization of customer satisfaction level or profit or both? (2010)After-sales service competiti…Remanufacturing for the automotive aftermarket-strategic factors: literature review and future research needs (2009)Remanufacturing for the autom…After‐sales service quality as an antecedent of customer satisfaction (2008)After‐sales service quality a…Fundamentos de marketing (2007)Fundamentos de marketingConfiguring the after-sales service supply chain: A multiple case study (2007)Configuring the after-sales s…Performance measurement systems in after-sales service: an integrated framework (2006)Performance measurement syste…SERVICE MANAGEMENT: BUILDING PROFITS AFTER THE SALE. (2003)SERVICE MANAGEMENT: BUILDING …Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences (2002)Customer evaluations of after…Service operations management: return to roots (1999)Service operations management…Evaluating relationships: are satisfaction and quality enough? (1998)Evaluating relationships: are…The Role of After-Sales Service in International Marketing (1997)The Role of After-Sales Servi…Operations: From Factory to Service Management (1994)Operations: From Factory to S…From Scientific Management to Service Management (1994)From Scientific Management to…Case Study Research: Design and Methods (1984)Qualitative Data Analysis: An Expanded Sourcebook (1994)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Exploring the contribution of management innovation to the evolution of dynamic capabilities (2011)Servitization and sustainability actions. Evidence from European manufacturing companies (2019)Strategic alliances, exploration and exploitation and their impact on innovation and new product development: the effect of knowledge sharing (2020)An Inquiry into the Nature and Causes of the Wealth of Nations (1776)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Relationship marketing: strategic and tactical implications (1996)Passenger expectations and airline services: a Hong Kong based study (2003)Sport and social media research: A review (2014)Market Response Models: Econometric and Time Series Analysis (1989)The Effect of Novel Attributes on Product Evaluation (2001)Winning in the aftermarket (2006)Price and service competition between new and remanufactured products in a two-echelon supply chain (2012)Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business (2016)Measuring Service Quality: A Reexamination and Extension (1992)Some moderating effects on the service quality‐customer retention link (2003)Progress in visitor attraction research: Towards more effective management (2009)Visualizing Service Operations (2012)Case study research: Design and methods (1986)Strategic Issues in Product Recovery Management (1995)Squaring the Circular Economy (2014)Design, management and control of demanufacturing and remanufacturing systems (2017)From a literature review to a multi-perspective framework for reverse logistics barriers and drivers (2018)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Culture's Consequences: International Differences in Work-Related Values (1981)An Assessment of Equivalence Between Online and Mail Surveys in Service Research (2006)Relationships between Hofstede's cultural dimensions and tourist satisfaction: A cross-country cross-sample examination (2018)Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective (2021)Case Study Research: Design and Methods (1991)Proposition of a model for measuring adherence to lean practices: applied to Turkish automotive part suppliers (2011)After-sales services and aftermarket support: a systematic review, theory and future research directions (2019)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)Grey Decision Making as a tool for the classification of the sustainability level of remanufacturing companies (2014)Sustainable Operations (2016)Development of weighted triple-bottom line sustainability indicators for the Malaysian food manufacturing industry using the Delphi method (2019)A study on factors affecting service quality and loyalty intention in mobile banking (2020)The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service (2021)Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era (2022)Means-end chains as goal hierarchies (1997)Customer Confusion: The Mobile Phone Market (2000)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)
this work references cited by second hop

References

  • 2007Fundamentos de marketing993 cited
  • 1994From Scientific Management to Service Management321 cited
  • 2009Remanufacturing for the automotive aftermarket-strategic factors: literature review and future research needs284 cited
  • 1999Service operations management: return to roots227 cited
  • 2010Exploitation or exploration in service business development?213 cited
  • 2020Research on the influence of after-sales service quality factors on customer satisfaction212 cited
  • 2007Configuring the after-sales service supply chain: A multiple case study179 cited
  • 2013Re-engineering Manufacturing for Sustainability154 cited
  • 2010After-sales service competition in a supply chain: Optimization of customer satisfaction level or profit or both?149 cited
  • 2002Customer evaluations of after-sales service contact modes: An empirical analysis of national culture's consequences146 cited
  • 1998Evaluating relationships: are satisfaction and quality enough?137 cited
  • 2008After‐sales service quality as an antecedent of customer satisfaction91 cited
  • 1994Operations: From Factory to Service Management91 cited
  • 2006Performance measurement systems in after-sales service: an integrated framework85 cited
  • 1997

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The Role of After-Sales Service in International Marketing
69 cited
  • 2003SERVICE MANAGEMENT: BUILDING PROFITS AFTER THE SALE.61 cited
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