Subscribe Now Subscribe Today
Research Article
 

Analysis of Haier Home Appliance After-sales Service Recovery Illustrated by the Case of Jiaxing



Xie Fenghua, Zhai Xiaoye and Yao Yuqing
 
Facebook Twitter Digg Reddit Linkedin StumbleUpon E-mail
ABSTRACT

Nowadays, customers’ purchasing attention has changed from comparison of traditional buying factors, price or function, to measuring after-sales service. However, the failure of home appliance after-sales service will not only do ham to clients, but also cause extremely negative impacts on enterprise management and development. By making questionnaire survey of Haier home appliance after-sales service, this study learned something about this field. Finally, the study did some research and analysis on the base of this.

Services
Related Articles in ASCI
Similar Articles in this Journal
Search in Google Scholar
View Citation
Report Citation

 
  How to cite this article:

Xie Fenghua, Zhai Xiaoye and Yao Yuqing, 2013. Analysis of Haier Home Appliance After-sales Service Recovery Illustrated by the Case of Jiaxing. Journal of Applied Sciences, 13: 1661-1664.

DOI: 10.3923/jas.2013.1661.1664

URL: https://scialert.net/abstract/?doi=jas.2013.1661.1664
 

REFERENCES
Gronroos, C., 1988. Service quality: The six criteria of good perceived service quality. Rev. Bus., 9: 10-13.
Direct Link  |  

Karande, K., V.P. Magnini and L. Tam, 2007. Recovery voice and satisfaction after service failure: An experimental investigation of mediating and moderating factors. J. Serv. Res., 10: 187-203.
CrossRef  |  Direct Link  |  

Meng, Y. and J. Sun, 2011. Service recovery in the view of customer satisfaction. Co-operative Econ. Sci., 3: 50-51.

Song, W. and K. Ji, 2013. An empirical examination of effect of seven structural dimensions of service recovery system on recovery performance. J. Northwest A&F Univ. (Social Sci. Edn.), 13: 80-87.
Direct Link  |  

Tsai, C.T. and C.S. Su, 2009. Service failures and recovery strategies of chain restaurants in Taiwan. Serv. Ind. J., 29: 1779-1796.
CrossRef  |  

Varela-Neira, C., R. Vazquez-Casiellesa and V. Iglesias-Arguellesa, 2008. The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context. Serv. Ind. J., 28: 497-512.
CrossRef  |  

Yang, K., 2011. An empirical study of the effect of people who implement service recovery on customers' emotion and behavioral intentions. Master Thesis, University of Science and Technology of China.

Yang, T., 2012. Review of the relation of the service recovery and customer satisfaction and word of mouth spread intention. Bus. China, 12: 300-301.

©  2020 Science Alert. All Rights Reserved