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After-sales services of home appliances: Evidence from Sri Lanka

Author

Listed:
  • Vathsala Wickramasinghe

    (University of Moratuwa)

  • K. Mathusinghe

    (University of Moratuwa)

Abstract

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 aftersales 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.

Suggested Citation

  • Vathsala Wickramasinghe & K. Mathusinghe, 2016. "After-sales services of home appliances: Evidence from Sri Lanka," Post-Print hal-05588644, HAL.
    • Handle: RePEc:hal:journl:hal-05588644
    DOI: 10.1111/ijcs.12229
    Note: View the original document on HAL open archive server: https://hal.science/hal-05588644v1
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