After-sales services of home appliances: Evidence from Sri Lanka

Vathsala Wickramasinghe () and K. Mathusinghe
Additional contact information
Vathsala Wickramasinghe: University of Moratuwa
K. Mathusinghe: University of Moratuwa

Post-Print from HAL

Abstract: The provision of after-sales services is considered as a source of product differentiation leading to competitive advantage of a firm. As a consequence, there is a need of monitoring and measuring the activities of after-sales service departments to ensure that the objectives of their existence are satisfied. Yet, it is very rare to find previous studies that investigated aftersales service provision. We investigated different dimensions of after-sales service provision of home appliances in the Sri Lankan context. The study operationalized different dimensions of after-sales service provision from three different perspectives and used multiple parameters to evaluate the nature of provision.

Keywords: Service quality; Service excellence; Complaint management; Service delivery; Customer loyalty; Service performance; Service operations management; Consumer electronics service; Technical support; Maintenance services; Customer satisfaction; Warranty services; Service innovation; after-sales services; after-sales service department; after-sales service personnel; Sri Lanka; Product support; Home appliances; Customer service management; After-sales services; Post-purchase support (search for similar items in EconPapers)
Date: 2016
Note: View the original document on HAL open archive server: https://hal.science/hal-05588644v1
References: Add references at CitEc
Citations:

Published in International Journal of Consumer Studies, 2016, 40, pp.115 - 124. ⟨10.1111/ijcs.12229⟩

Downloads: (external link)
https://hal.science/hal-05588644v1/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05588644

DOI: 10.1111/ijcs.12229

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().