After-sales service quality as an antecedent of customer satisfaction

Purpose - The purpose of this paper is to investigate the effect of after-sales services on customers' satisfaction as well as on their behavioural intentions, namely "repurchase intention" and "word-of-mouth" (WOM).Design methodology approach - The research conducted follow...

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Bibliographic Details
Published in:Managing service quality 2008-09, Vol.18 (5), p.512-527
Main Authors: Rigopoulou, Irini D., Chaniotakis, Ioannis E., Lymperopoulos, Constantine, Siomkos, George I.
Format: Article
Language:English
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Summary:Purpose - The purpose of this paper is to investigate the effect of after-sales services on customers' satisfaction as well as on their behavioural intentions, namely "repurchase intention" and "word-of-mouth" (WOM).Design methodology approach - The research conducted followed a quantitative methodology. The selected research tool was a questionnaire, which was administered via phone interviews using the CATI process. The study conducted was targeted to customers of a large retail chain marketing electrical appliances in Greece and 420 usable responses were utilised. A path analysis was performed using the "Amos 4.0" software.Findings - After-sales service quality affect satisfaction, which in turn affects behavioural intentions. Hence, after-sales services affect the overall offering and thus, the quality of the relationship with customers.Research limitations implications - Limitations are related to the use of only two after-sales services and the restricted geographical area of the field research.Practical implications - An understanding of the effect of after-sales services in satisfaction and post behavioural intentions is important to services marketing managers because it allows them to differentiate their offering substantially in a way that strengths the relationship with their clientele in the short, as well as in the long, run.Originality value - The paper manages to identify the effects of after-sales service on satisfaction and behavioural intentions, especially in a dynamic retail sector where customers are highly involved. This study contributes to the body of academic knowledge by shedding more light into the role of after-sales services to the overall offering provided.
ISSN:0960-4529
1758-8030
DOI:10.1108/09604520810898866