The impact of perceived quality of after-sale services on post-purchase evaluation outcomes of passenger automobiles customers in Egypt
by Heba Fouad; Wael Kortam
International Journal of Business and Emerging Markets (IJBEM), Vol. 9, No. 2, 2017

Abstract: The purpose of this research is to asses the impact of after-sale services on post purchase evaluation outcomes of customers. Three directions of outcomes had been focused on: positive outcomes, negative outcomes, and cognitive dissonance. A survey was conducted and structural equation modelling was used to test hypothesis. The results indicate that after-sale services had a triple effect on post purchase outcomes as they enhance positive outcomes (satisfaction, loyalty, and PWOM), decrease negative outcomes (regret and NWOM) adding to that its positive impact on reducing cognitive dissonance.

Online publication date: Fri, 24-Mar-2017

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