The Influence of After-Sales Service Determinants on Brand Loyalty Within the Premium Automotive Industry: An Empirical Comparison of Three Countries
Publikation: Beiträge in Zeitschriften › Zeitschriftenaufsätze › Forschung › begutachtet
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The Influence of After-Sales Service Determinants on Brand Loyalty Within the Premium Automotive Industry : An Empirical Comparison of Three Countries. / Hünecke, Paul; Gunkel, Marjaana.
in: Service Science, Jahrgang 4, Nr. 4, 2012, S. 365-381.Publikation: Beiträge in Zeitschriften › Zeitschriftenaufsätze › Forschung › begutachtet
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TY - JOUR
T1 - The Influence of After-Sales Service Determinants on Brand Loyalty Within the Premium Automotive Industry
T2 - An Empirical Comparison of Three Countries
AU - Hünecke, Paul
AU - Gunkel, Marjaana
PY - 2012
Y1 - 2012
N2 - 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 automobile after-sales customers in three countries: France, Italy, and Spain. The results show that after-sales service satisfaction does not have a direct influence on brand loyalty; however, an indirect effect mediated by service loyalty can be observed. Neither service satisfaction nor service loyalty has an influence on brand loyalty in France. Brand image, followed by product satisfaction, has the strongest effect on brand loyalty. Furthermore, gender moderates the causal relationship between service quality and service satisfaction in Spain.
AB - 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 automobile after-sales customers in three countries: France, Italy, and Spain. The results show that after-sales service satisfaction does not have a direct influence on brand loyalty; however, an indirect effect mediated by service loyalty can be observed. Neither service satisfaction nor service loyalty has an influence on brand loyalty in France. Brand image, followed by product satisfaction, has the strongest effect on brand loyalty. Furthermore, gender moderates the causal relationship between service quality and service satisfaction in Spain.
KW - Management studies
U2 - 10.1287/serv.1120.0029
DO - 10.1287/serv.1120.0029
M3 - Journal articles
VL - 4
SP - 365
EP - 381
JO - Service Science
JF - Service Science
SN - 2164-3962
IS - 4
ER -