After-sales service as a driver for word-of-mouth and customer
satisfaction: insights from the automotive industry
Year:
2015
Type of item:
Articolo in Rivista
Tipologia ANVUR:
Articolo su rivista
Language:
Inglese
Format:
Elettronico
Referee:
Sì
Name of journal:
INTERNATIONAL JOURNAL OF MANAGEMENT CASES
ISSN of journal:
1741-6264
N° Volume:
17
Number or Folder:
4
Page numbers:
59-72
Keyword:
after-sales; service quality; customer satisfaction; WOM; automotive industry
Short description of contents:
This study aims to study the effect of the after-sales service experience and its quality on
overall customer satisfaction and word-of-mouth (WOM) within the automotive industry.
Based on the additional marketing mix elements required for service marketing (people,
process and physical evidence, respectively), we investigated the effects of after-sales
service experience quality on both satisfaction and WOM. Data were collected through a
survey of 210 customers in the automotive industry. Respondents were asked to evaluate
several items related to their after-sales service experience for car maintenance services
provided by authorised dealers. Data were analysed using a linear regression model and
R software.
The results showed evidence of a relationship between satisfaction and the desire to
recommend, and supported the fact that after-sales service satisfaction represents an
antecedent of consumer satisfaction and WOM. However, not all elements of the aftersales
experience had a significant impact on the two output dimensions (satisfaction and
WOM). This might lead managers to consider which of the main elements of the aftersales
service consumers consider more when evaluating their satisfaction with the dealer
and what elements they are more willing to talk to other people about. This study
contributes to enriching the existing knowledge regarding after-sales experiences and the
impact of this phase of the consumer’s decision process on their overall satisfaction and
the related WOM.
Product ID:
87004
Handle IRIS:
11562/921192
Deposited On:
May 14, 2015
Last Modified:
October 26, 2022
Bibliographic citation:
Confente, Ilenia; Russo, Ivan,
After-sales service as a driver for word-of-mouth and customer
satisfaction: insights from the automotive industry«INTERNATIONAL JOURNAL OF MANAGEMENT CASES»
, vol. 17
, n. 4
, 2015
, pp. 59-72