IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v31y2018i4p494-512.html
   My bibliography  Save this article

The impact of after sale service and service quality on word of mouth, mediating role of customer satisfaction

Author

Listed:
  • Najeeb Ullah
  • Mustansar Hussain Ranjha
  • Muhammad Rehan

Abstract

The purpose of the paper is to investigate the effect of after sale service and service quality on word of mouth as well as testing the mediating role of customer satisfaction. Data were collected through a survey among telecom users in Pakistan. Two groups were sampled: customers who have experienced good or bad customer service. After sale service and customer satisfaction effect on WOM, the customer satisfaction fully mediates between after sale service, service quality and WOM. Hence, after sale service and service quality has significantly positive impact on WOM, overall effect the quality of relationship with customers. The paper has only tested the model and hypotheses in on telecom industry. Future researchers should test the same model using different industries reflecting different customer involvement levels. From this study, service managers can learn that investing in customer service in ongoing customer relations is 'the right thing to do' as it is linked to customer equity through customers' commitment to the firm.

Suggested Citation

  • Najeeb Ullah & Mustansar Hussain Ranjha & Muhammad Rehan, 2018. "The impact of after sale service and service quality on word of mouth, mediating role of customer satisfaction," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 31(4), pages 494-512.
    • Handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:494-512
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=96170
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:31:y:2018:i:4:p:494-512. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.