Original paper
The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions
Abstract
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...
Paper Details
Title
The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions
Published Date
Dec 21, 2020
Volume
31
Issue
1
Pages
37 - 57
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Notes
History