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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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 ZeitschriftenZeitschriftenaufsätzeForschungbegutachtet

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@article{359908b343a44481b168b06b46eaf167,
title = "The Influence of After-Sales Service Determinants on Brand Loyalty Within the Premium Automotive Industry: An Empirical Comparison of Three Countries",
abstract = "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.",
keywords = "Management studies",
author = "Paul H{\"u}necke and Marjaana Gunkel",
year = "2012",
doi = "10.1287/serv.1120.0029",
language = "English",
volume = "4",
pages = "365--381",
journal = "Service Science",
issn = "2164-3962",
publisher = "Institute for Operations Research and the Management Sciences",
number = "4",

}

RIS

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 -

DOI