Data was collected through impact of after sales service on customer satisfaction semi-structured interview and used grounded theory and behavioral intentions. Results show that the companies extended from providing tangible goods to non-tangible Carrete Lucero et al. They took a sample of customers from five path and order in which they can develop capabilities selected dealers from the central region of Mexico.
They studied 48 firms in these industries located in Italy as their sample. The technique used is Shaharudin et al. After sales services was mangers to identify cross firm and cross industry determined through delivery, installation and warranty. Analysis was done with the help of a Data of samples were collected through closed detailed questionnaire. Results show that after sales ended questionnaire. The ordinary least square estimation procedure has been data collected from five major after sales service centers used by Shaharudin et al.
According to Sekeran, U. The model that is proposed To find out the relationship between the variables used to investigate the buying behavior of consumers in in equation 3. The results of the analysis service framework. EASP 0. Technicians or mechanics are the experts Adj. Stat prob Workshops or service centers are the points where after sales services are delivered.
Ehinlanwo, O. Empirical solutions of their problems. This study examines the impact of after sales service 4. Kotler, P. Marketing Management. Results clearly show that easy availability of spare parts, easy availability of technicians, parts 5. Levitt, T. After The Sale is Over. Harvard compatible spare parts and numbers of workshops Business Review , 61 5 , The implication of the study is that 6. Oliva, R. International the easy availability of spare parts and technicians, Journal of Service Industry Management , 14 2 , customization in services and parts replacement warranties, so that they can influence the buying Rig opoulou, I.
After Direction for Future Research Sales. Managing Service Quality , For the long term benefit of automobile industry of 18 5 , Pakistan, further research can be carried out with respect to policies regarding automobiles, so that after 8. Rosen, D. Evaluating sales service and other policies can mutually create Re l a t i o n s h i p s : A r e S a t i s f a c t i o n A n d boom in this industry.
International Journal of Service Industry Management , 9 2 , Acknowledgment 9. Saccani, N. I am grateful to Mr. Your guidance was extremely useful Sekeran, U. Armistead, C. After-Sales Support Strategy. Shaharudin, M. Mansor, S. Factor Affecting. Carrete Lucero, L. Canadian Social Science, Cervantes, T. Factors that Influence. It is okay to say "I don't know," but it should always be followed up by "but let me find out" or possibly "but my friend knows!
If we have a negative body language when we interact with others, it shows that we don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying.
And of course smiling is more inviting than a blank look or frown. Anticipate Guest Needs Nothing surprises your customer more than an employee going the extra mile to help them.
Always look for ways to go above and beyond the expectations of your customer. In doing so, it helps them to know that you care and it will leave them with a "Feel Good Factor" that we are searching for. These developments are forcing organizations to take closer look at their marketing channel strategy including addressing the issue of how to distribute their products and offer associated after-sales service support. Many value-conscious consumers are demanding that a companys products offer more value than its competitors products not only in its design and manufacturing, but also in product delivery and support.
Increasingly, distribution and service support options available for a product are key determinations in consumers product purchase decision Loomba, Products sale and distribution issues typically involve specific mechanisms for pricing a product and distributing it to the end consumer.
Management experts and marketing channel analysts alike agree that distribution and after-sale service support functions do increasingly warrant significant attention because they make up for an integral part of the product package Loomba, Today competitive market caused that many company re-evaluate their strategy to be more differentiate from others.
After- sales service is one of the elements, which help all firms in this matter. Many new breeds of high-tech companies are now discovering that they need to differentiate themselves from rivals in appealing to customers and that technology alone will not do it anymore. After-sales service support is being recognized as one of the competitive differentiators for most firms, which now produce in the same low-cost regions of the world Lele and Sheth, Herve Mathe also emphasizes on after-sales service as a strong marketing tools, which help firms to be competitive in the market.
He mentions; Service is proving to be a source of competitive advantage that enables firms to remain leaders in a highly competitive market or to create differentiation, which will enable a challenger to attack and overtake the leader.
This may lead to internal conflicts which progressively intensify, thus reducing the effectiveness, and profitability, of direct and indirect after sales support activities. Pual believes an essential part of marketing strength is service support. When customers buy a product, they expect certain levels of post purchase support to go along with it. Defining those expectation is critical to marketing success and will be even more important when markets mature.
However, industry experts caution that too many companies mismanage the total cost of providing superior after-sales service support and so undo part of the competitive edge won via technology and pricing Landau, Can be a major source of revenue, although it often receives too little management attention. Is essential for achieving customer satisfaction and good long-term relationship as identified by a number of researches. Can provide a competitive advantage. This is true in most high-tech industries but also in some low-tech sectors.
As product differentiation becomes harder in many markets, companies are increasingly looking to customer support as a potential source of competitive advantage. A number of examples of how companies have own market share through good support can be found in the trade press. Play a role in increasing the success rate of new products. Needs to be fully evaluated during new product development, as good product design can make customer support more efficient and cost- effective.
Increased competition within many industries has led to increased attention on customer service. Various studies indicate that upset customers may have big effect on sales of company. Therefore, all firms try to put all their attention to keep their customers satisfied and fulfill their needs and wants as much as possible. One of the strong tools which help all companies in this matter is providing best after-sales service. In this regard Tore stats; companies developing products and services need to understand what consequences and benefits product attributes have on customer needs and value, and how they affect customer expectation and satisfaction.
Customer satisfaction is, in other words, not only decided by value and performance of hardware purchased, but by the total value received, and by the quality of the interaction and relationship experience throughout the service life of the product. Service traditionally has been considered a post-sale capability, primarily focused on problem resolution or providing technical assistance.
Now, these definitions are too limited. Customers whether internal or external consider service a collective, organizational responsibility rather than a functional or departmental one. As the relationships customers have with companies continue to widen, anyone who interacts with a customer is in a position either to jeopardize or to enhance that relationship. To ensure quality service, every person who interacts with customers in any way must have the appropriate skills to respond, efficiently and effectively, to customer needs Jennifer Potter, Providing good and reliable product, which is another main target of each company can be achieved by good after sales service.
Avinder believes; increasingly, after sales customer service is becoming the order-wining criteria for most firms and is now being recognized as an important research priority. According to a major study conducted by the conference Board, the primary rationale of the manufacturers for offering after-sales service is the need to support their products. In fact after sales service adds the products value and is often treated as integral part of the product.
Proper after sales service helps companies in customer retention too. Many companies have begun to align entire organization to deliver excellent service, since they know their investment will pay off in terms of competitive advantage and customer retention.
In the second industry functional and cross-organizational feedback systems an open-ended questionnaire was administered via should be develop to respond adequately to competitive telephone interview. Now, these definitions are too limited. Several key points are listed as follows: 1. EASP 0. Many value-conscious consumers are demanding that a companys products offer more value than its competitors products not only in its design and manufacturing, but also in product delivery and support.
Advances Many new breeds of high-tech companies are now discovering that they need to differentiate themselves from rivals in appealing to customers and that technology alone will not do it anymore. Can provide a competitive advantage.
Armistead and Clark investigate the after sales They sent open ended and close ended questionnaires support strategy relation with customer satisfaction. Service traditionally has been considered a post-sale capability, primarily focused on problem resolution or providing technical assistance. An advantage with automated means is an increased ability to provide service hours a day, which can, at least, be a complement to customer service by persons. Always look for ways to go above and beyond the expectations of your customer. Pakistan, further research can be carried out with respect to policies regarding automobiles, so that after 8.
Examples of automated means are Internet sites. In developed countries more emphasize customers and drive their purchase decision.