The Influence of After-Sales Service Determinants on Brand Loyalty Within the Premium Automotive Industry: An Empirical Comparison of Three Countries

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Paul Hünecke; Marjaana Gunkel;
  • Journal: Service Science,volume 4,issue 4 December,pages365-381
  • Related identifiers: doi: 10.1287/serv.1120.0029
  • Subject: after-sales service, automotive, brand loyalty, partial least-squares, service satisfaction

This study examines the influence of after-sales service determinants on brand loyalty in the premium automotive sector. Reflective and formative variables were measured using partial least-squares path modeling. The model was tested by telephone interviews among 1,500 ... View more
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