The after-sales strategy of an industrial equipment manufacturer: evaluation and control

Sellitto, Miguel Afonso

doi:10.1108/ijqrm-11-2019-0339

Cited by 2 publications

(2 citation statements)

References 95 publications

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“…Some companies establish a special (ASS) department depending on the size of the company and the quality of the products. The (ASS) differs according to the various products (Sellitto, 2021). (ASS) support is a part of a more comprehensive service plan.…”

Section: Product Warranty Period and Maintenance Provisionmentioning

confidence: 99%

Using Multiple linear regression model to predict The Customers’ Purchase Decision based on After-Sales Services

Thalji

2022

Preprint

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The only link between the seller and the buyer is the information that available on the trading platforms about the products. All researchers in e-commerce agreed on the importance of providing information on products and services in e-commerce platforms to achieve customer satisfaction This paper aims to reveal how the availability of information on E-commerce platform about After-Sales Services can affect on customers’ purchase decisions. The study used descriptive research and the Kingdom of Saudi Arabia’s Dammam city as the study population. Also, it used the convenience random sampling approach to overcome bias in this research. The study covered all dimensions of After-Sales Services. 533 respondents completed the study questionnaire. The researcher used many statistical analyses tests before using deep learning. Furthermore, the study used hierarchical clustering and K-means to cluster consumers. The results show that respondents of this research can be clustered in three different groups based on behavior regarding demographic attributes. This study’s findings show that there is a positive relationship between the dimensions of and customers’ purchase decisions. the study presented several suggestions for platforms to keep their customers and make more profits.

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Section: Product Warranty Period and Maintenance Provisionmentioning

confidence: 99%

Using Multiple linear regression model to predict The Customers’ Purchase Decision based on After-Sales Services

Thalji

2022

Preprint

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“…Satisfaction is preceded by after-sales service (ASS; Nasir et al , 2021; Shokouhyar et al , 2020). ASS boosts new sales and increases profitability of previous sales (Sellitto, 2021). ASS, which can be vital to professional services, is not deliberated for online booking of professional services (Rodrigues et al , 2017; Littel and Orth, 2013).…”

Section: Introductionmentioning

confidence: 99%

After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

Verma

2022

IJQSS

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Purpose This paper aims to analyze online repatronage intention (ORI) in the context of after-sales service (ASS) and assortment satisfaction (AS) for professional services. This study also aims to study the influence of ASS upon AS. Additionally, the role of social influence (SI) in influencing these two and other dependent variables is examined. Finally, the effect of moderation on these hypothesized relationships by four dichotomous variables is also investigated. Design/methodology/approach A structured questionnaire was used to collect data from 458 customers, who had a recent experience of ASS with their respective professional service providers, through purposive sampling method. Findings This empirical study establishes that ASS is an antecedent to AS and ORI. The finding of this empirical study also confirms that AS has a direct positive influence on ORI and customer loyalty. This implies that satisfied customers are more likely to repatronage the professional service and would be loyal to such professional service providers. The findings also reveal that all constructs are influenced by SI. Civil status, gender, city type (metro/non metro) and income status moderate a few of the hypothesized relationships, with city type having the maximum effect. Originality/value To the best of the author’s knowledge, this is the first study on online purchase of professional services which proves that ASS influences AS. Given the growth of online professional services, this study provides scholars and practitioners with suggestions and recommendations on how ASS and AS can be used to build ORI and a loyalty base. This study fills the void in extant literature by examining the interrelationships between ASS, assortment satisfaction, ORI and customer loyalty.

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The after-sales strategy of an industrial equipment manufacturer: evaluation and control

Cited by 2 publications

References 95 publications

Using Multiple linear regression model to predict The Customers’ Purchase Decision based on After-Sales Services

Using Multiple linear regression model to predict The Customers’ Purchase Decision based on After-Sales Services

After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence

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