Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty - A case study of home appliances business
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- 作者：S. Muralia ; muralevels@gmail.com" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; S. Pugazhendhib ; pugazhs12@gmail.com" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae ; C. Muralidharanb ; muralre@yahoo.co.in" class="auth_mail" title="E-mail the corresponding authorAuthor Vitae
- 关键词：After sales service ; Customer satisfaction ; Customer retention ; Customer loyalty ; Service winner ; Service qualifier
- 刊名：Journal of Retailing and Consumer Services
- 出版年：2016
- 出版时间：May 2016
- 年：2016
- 卷：30
- 期：Complete
- 页码：67-83
- 全文大小：647 K
文摘
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After sales service is regarded as a key revenue generator and competitive differentiator.
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It can be seen that no such study has been made for after sales service, in enhancing customer satisfaction, retention and loyalty.
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Research models were proposed and tested by multiple regression analyses.