15-06-2013, 11:24 AM
After Sales Service Quality: Views Between Industrial Customers and Service Managers
ABSTRACT
The concept of service is attracting more attention in the marketing literature. A study focused on the possible discrepancy between the industrial customers perceived after sales service quality and the management s perception of their industrial customers perceived after sales service quality. The customers of the company examined were private firms and public organizations. A questionnaire was developed in which various issues were raised about the supplier-company as well as about the after sales services rendered. Questionnaires were completed by 525 industrial customers of the firm and by 25 of the firm s service managers. The results indicate that the service managers perception of the industrial customers perceived after sales service quality differs from the customers perceived after sales service quality.