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Research on the influence of after-sales service quality factors on customer satisfaction

Citations

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Cited by:

  1. Abbiha Waqar & Nida Nabeel, 2021. "The Impact of Social Networking on Customer Loyalty in an Emerging E-Market Context," Virtual Economics, The London Academy of Science and Business, vol. 4(2), pages 76-87, April.
  2. Chen, Yanhong & Liu, Luning & Zheng, Dequan & Li, Bin, 2023. "Estimating travellers’ value when purchasing auxiliary services in the airline industry based on the RFM model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  3. Kumar, Anil, 2021. "Analysing the drivers of customer happiness at authorized workshops and improving retention," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  4. Xie, Chaohong & Chiang, Chung-Yean & Xu, Xianhao & Gong, Yeming, 2023. "The impact of buy-online-and-return-in-store channel integration on online and offline behavioral intentions: The role of offline store," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  5. Xie, Lei & Guo, Guangtao & Chen, Jiao, 2024. "Bundling products and service on influencer channels," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  6. Leilei Jiang & Wenming Sun & Lin Ren, 2024. "Bridging the Gap: Anxiety’s Role in Shaping Consumption Patterns of Chinese University Students in the O2O E-Commerce Landscape," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 13211-13232, September.
  7. Chen, Mu-Chen & Hsu, Chia-Lin & Huang, Chun-Han, 2021. "Applying the Kano model to investigate the quality of transportation services at mega events," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  8. Xiaoshun Qin & Dongdong Jiang & Leon Pretorius, 2021. "The Impact of Financial Factors on the After-Sales Service of Agricultural Machinery: A Case Study of Chinese Agricultural Machinery in South Africa," Asian Journal of Agriculture and rural Development, Asian Economic and Social Society, vol. 11(1), pages 71-78, March.
  9. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
  10. Yanting Gu & Fiorenza Belussi & Rajneesh Narula, 2023. "Entering European countries: advantages and difficulties for Chinese electric vehicle firms," "Marco Fanno" Working Papers 0302, Dipartimento di Scienze Economiche "Marco Fanno".
  11. Michael Owusu-Kyei & Yusheng Kong & Michael Owusu Akomeah & Stephen Owusu Afriyie, 2023. "Corporate Governance and Total Quality Management Implementation in The Telecom Sector, Ghana," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(2), pages 141-157, February.
  12. Cai, Gangwei & Xu, Binyan & Lu, Feidong & Lu, Ye, 2023. "The promotion strategies and dynamic evaluation model of exhibition-driven sustainable tourism based on previous/prospective tourist satisfaction after COVID-19," Evaluation and Program Planning, Elsevier, vol. 101(C).
  13. Li, Jiawen & Meng, Lu & Zhang, Zelin & Yang, Kejia, 2023. "Low-frequency, high-impact: Discovering important rare events from UGC," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  14. Haq, Mahin & Moazzam, Muhammad & Khan, Abdul Salam & Ahmed, Waqas, 2023. "The impact of reverse logistics process coordination on third party relationship quality: A moderated mediation model for multichannel retailers in the fashion industry," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  15. Zhou, Qingji & Lim, Fong Jie & Yu, Han & Xu, Gaoqian & Ren, Xiaoyu & Liu, Dan & Wang, Xiangxin & Mai, Xinda & Xu, Hong, 2021. "A study on factors affecting service quality and loyalty intention in mobile banking," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  16. Lukasz Skowron & Marcin Gąsior & Monika Sak-Skowron, 2020. "The Impact of a Time Gap on the Process of Building a Sustainable Relationship between Employee and Customer Satisfaction," Sustainability, MDPI, vol. 12(18), pages 1-17, September.
  17. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  18. Shaochen Xu & Xiaofei Zhou & Zeeshan Ahmad, 2022. "Measuring the Psychological Behavior of Tourism Service Providers in Low-Income Regions: Implementing Effective Service Marketing and Performances Strategies," Sustainability, MDPI, vol. 14(18), pages 1-18, September.
  19. Frasquet, Marta & Ieva, Marco & Ziliani, Cristina, 2021. "Online channel adoption in supermarket retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  20. Ala Shakeeb Awad & Ahmet Ertugan & Ayshe Hyusein, 2022. "Mode of Collaboration between the Pharmaceutical Firms and Pharmacists: An Empirical Investigation of Social Media Marketing Activities," Sustainability, MDPI, vol. 14(20), pages 1-14, October.
  21. Tien Son Nguyen & Jen-Ming Chen & Shih-Hsien Tseng & Li-Fen Lin, 2023. "Key Factors for a Successful OBM Transformation with DEMATEL–ANP," Mathematics, MDPI, vol. 11(11), pages 1-18, May.
  22. Chan, Vanessa Hiu Ying & Chiu, Dickson K.W. & Ho, Kevin K.W., 2022. "Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  23. Tat-Dat Bui & Hania Aminah & Ching-Hsin Wang & Ming-Lang Tseng & Mohammad Iranmanesh & Ming K. Lim, 2022. "Developing a Food and Beverage Corporate Sustainability Performance Structure in Indonesia: Enhancing the Leadership Role and Tenet Value from an Ethical Perspective," Sustainability, MDPI, vol. 14(6), pages 1-24, March.
  24. Selim, Hassan & Eid, Riyad & Agag, Gomaa & Shehawy, Yasser Moustafa, 2022. "Cross-national differences in travelers’ continuance of knowledge sharing in online travel communities," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  25. Ong, Ardvin Kester S. & Prasetyo, Yogi Tri & Kishimoto, Ryuichi T. & Mariñas, Klint Allen & Robas, Kirstien Paola E. & Nadlifatin, Reny & Persada, Satria Fadil & Kusonwattana, Poonyawat & Yuduang, Nat, 2023. "Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines," Utilities Policy, Elsevier, vol. 80(C).
  26. Chen, Mu-Chen & Hsu, Chia-Lin & Lee, Li-Hung, 2020. "Investigating pharmaceutical logistics service quality with refined Kano's model," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  27. Zhao, Meina & Wang, Xuqi, 2021. "Perception value of product-service systems: Neural effects of service experience and customer knowledge," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  28. Kuen-Suan Chen & Chun-Min Yu & Tsang-Chuan Chang & Hsuan-Yu Chen, 2024. "Fuzzy evaluation of product reliability based on ratio-based lifetime performance index," Annals of Operations Research, Springer, vol. 340(1), pages 163-180, September.
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