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After‐sales services of home appliances: evidence from S ri L anka
Author(s) -
Wickramasinghe Vathsala,
Mathusinghe Kenneth
Publication year - 2016
Publication title -
international journal of consumer studies
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 1470-6423
DOI - 10.1111/ijcs.12229
Subject(s) - operationalization , business , service (business) , context (archaeology) , product (mathematics) , marketing , product category , advertising , paleontology , philosophy , geometry , mathematics , epistemology , biology
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 after‐sales 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.