Original paper
The role of proactive postsales services in supplier innovativeness and customer satisfaction
Abstract
Drawing upon the service-dominant logic, this study investigates the effect of proactive postsales services (PPS) on supplier innovativeness and customer satisfaction. The study also explores the moderating roles of market mavenism and product category in these relationships. Results from structural equation modeling indicate that PPS has positive effects on both supplier innovativeness and customer satisfaction and that supplier innovativeness...
Paper Details
Title
The role of proactive postsales services in supplier innovativeness and customer satisfaction
Published Date
Jul 30, 2018
Journal
Volume
13
Issue
2
Pages
249 - 268
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Notes
History