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International Journal of Productivity and Performance Management, Vol. 56, Iss. 5-6, 2007-06 ,pp. : 436-455

Emerald Group Publishing Ltd

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Measuring and managing after-sales service: Aprilia's experience

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Performance measurement systems in after-sales service: an integrated framework

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Applied the grounded theory and IPA to explore the success factors of after-sales service

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International Journal of Enterprise Network Management, Vol. 5, Iss. 4, 2012-02 ,pp. : 381-401

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After-sales service quality as an antecedent of customer satisfaction: The case of electronic appliances

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Managing Service Quality, Vol. 18, Iss. 5, 2008-09 ,pp. : 512-527

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