The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions

The goal of this paper is to empirically measure the impact of multi-unit service touchpoints of dealership service and call center satisfaction toward word-of-mouth toward dealerships, product/brand satisfaction, and repurchase intentions. Based on structural equation modeling (SEM), the study found that dealership satisfaction with sequential service touchpoints significantly impacts word-of-mouth (WOM) recommendations toward dealership...