Achieving better revenue and customers’ satisfaction with after-sales services

Volume: 35, Issue: 9, Pages: 1686 - 1708
Published: Oct 1, 2018
Abstract
Purpose Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management practices adopted by dealerships with the best performance in terms of customer’s satisfaction and revenue and how such practices contribute to these results. Design/methodology/approach A multiple case study was performed with...
Paper Details
Title
Achieving better revenue and customers’ satisfaction with after-sales services
Published Date
Oct 1, 2018
Volume
35
Issue
9
Pages
1686 - 1708
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