How to cite this paper
Fard, S & Hosseini, S. (2015). Performance measurement of the after-sales service network: Evidence from the automotive industry.Management Science Letters , 5(10), 927-932.
Refrences
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 58(3), 53-66.
Van Birgelen, M., de Ruyter, K., de Jong, A., & Wetzels, M. (2002). Customer evaluations of after-sales service contact modes: An empirical analysis of national culture & apos; s consequences. International Journal of Research in Marketing, 19(1), 43-64.
Cavalieri, S., Gaiardelli, P., & Ierace, S. (2007). Aligning strategic profiles with operational metrics in after-sales service. International Journal of Productivity and Performance Management, 56(5/6), 436-455.
Cohen, M. A., & Lee, H. L. (1990). Out of touch with customer needs? Spare parts and after sales service. MIT Sloan Management Review, 31(2), 55.
Chitcharoen, C., Kanthawongs, P., Wathanasuksiri, K., & Kanthawongs, P. (2013). A model to investigate the influence of channel, perceived web quality, brand awareness, perceived quality on after-sales service of the all-in-one office products. Procedia-Social and Behavioral Sciences, 88, 8-12.
Dombrowski, U., & Engel, C. (2014). Impact of Electric Mobility on the after Sales Service in the Automotive Industry. Procedia CIRP, 16, 152-157.
Ehinlanwo, O. O., & Zairi, M. (1996). Best practice in the car after-sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany-Part 1. Business Process Management Journal, 2(2), 39-56.
Flynn, J. (1997). The odyssey of a customer inquiry. Management Review,86(5), 62.
Gaiardelli, P., Saccani, N., & Songini, L. (2007). Performance measurement of the after-sales service network—Evidence from the automotive industry. Computers in Industry, 58(7), 698-708.
Hayes, J., & Dredge, F. (1998). Managing customer service. Gower Publishing, Ltd.
Kasper, H., & Lemmink, J. (1989). After sales service quality: views between industrial customers and service managers. Industrial Marketing Management,18(3), 199-208.
Kim, S. H., Cohen, M. A., & Netessine, S. (2007). Performance contracting in after-sales service supply chains. Management Science, 53(12), 1843-1858.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson Education.
Kurata, H., & Nam, S. H. (2013). After-sales service competition in a supply chain: Does uncertainty affect the conflict between profit maximization and customer satisfaction?. International journal of production economics, 144(1), 268-280.
Lele, M. M. (1997). After-sales service-necessary evil or strategic opportunity?.Managing Service Quality: An International Journal, 7(3), 141-145.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. The Journal of Marketing, 47(3), 9-20.
Neuhaus, C. A. (1997). Flexible forecasts: a key to better customer service. Hospital Materiel Management Quarterly, 18(4), 61-66.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50.
Saccani, N., Songini, L., & Gaiardelli, P. (2006). The role and performance measurement of after-sales in the durable consumer goods industries: an empirical study. International Journal of Productivity and Performance Management, 55(3/4), 259-283.
Saccani, N., Johansson, P., & Perona, M. (2007). Configuring the after-sales service supply chain: A multiple case study. International Journal of Production Economics, 110(1), 52-69.
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913-949.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. The Journal of Marketing, 52(2), 35-48.
Van Birgelen, M., de Ruyter, K., de Jong, A., & Wetzels, M. (2002). Customer evaluations of after-sales service contact modes: An empirical analysis of national culture & apos; s consequences. International Journal of Research in Marketing, 19(1), 43-64.
Cavalieri, S., Gaiardelli, P., & Ierace, S. (2007). Aligning strategic profiles with operational metrics in after-sales service. International Journal of Productivity and Performance Management, 56(5/6), 436-455.
Cohen, M. A., & Lee, H. L. (1990). Out of touch with customer needs? Spare parts and after sales service. MIT Sloan Management Review, 31(2), 55.
Chitcharoen, C., Kanthawongs, P., Wathanasuksiri, K., & Kanthawongs, P. (2013). A model to investigate the influence of channel, perceived web quality, brand awareness, perceived quality on after-sales service of the all-in-one office products. Procedia-Social and Behavioral Sciences, 88, 8-12.
Dombrowski, U., & Engel, C. (2014). Impact of Electric Mobility on the after Sales Service in the Automotive Industry. Procedia CIRP, 16, 152-157.
Ehinlanwo, O. O., & Zairi, M. (1996). Best practice in the car after-sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany-Part 1. Business Process Management Journal, 2(2), 39-56.
Flynn, J. (1997). The odyssey of a customer inquiry. Management Review,86(5), 62.
Gaiardelli, P., Saccani, N., & Songini, L. (2007). Performance measurement of the after-sales service network—Evidence from the automotive industry. Computers in Industry, 58(7), 698-708.
Hayes, J., & Dredge, F. (1998). Managing customer service. Gower Publishing, Ltd.
Kasper, H., & Lemmink, J. (1989). After sales service quality: views between industrial customers and service managers. Industrial Marketing Management,18(3), 199-208.
Kim, S. H., Cohen, M. A., & Netessine, S. (2007). Performance contracting in after-sales service supply chains. Management Science, 53(12), 1843-1858.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson Education.
Kurata, H., & Nam, S. H. (2013). After-sales service competition in a supply chain: Does uncertainty affect the conflict between profit maximization and customer satisfaction?. International journal of production economics, 144(1), 268-280.
Lele, M. M. (1997). After-sales service-necessary evil or strategic opportunity?.Managing Service Quality: An International Journal, 7(3), 141-145.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. The Journal of Marketing, 47(3), 9-20.
Neuhaus, C. A. (1997). Flexible forecasts: a key to better customer service. Hospital Materiel Management Quarterly, 18(4), 61-66.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50.
Saccani, N., Songini, L., & Gaiardelli, P. (2006). The role and performance measurement of after-sales in the durable consumer goods industries: an empirical study. International Journal of Productivity and Performance Management, 55(3/4), 259-283.
Saccani, N., Johansson, P., & Perona, M. (2007). Configuring the after-sales service supply chain: A multiple case study. International Journal of Production Economics, 110(1), 52-69.
Seth, N., Deshmukh, S. G., & Vrat, P. (2005). Service quality models: a review. International Journal of Quality & Reliability Management, 22(9), 913-949.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. The Journal of Marketing, 52(2), 35-48.