Purpose: After sales service includes a wide range of services and provides the basis for long and easy use of the product. The present study was conducted with the aim of designing after sales service curriculum pattern of automobile industry in Iran. Methodology: This was a mixed exploratory study (qualitative and quantitative). The research population in both qualitative and quantitative pa...

An understanding by support organisations of the key factors enabling successful enterprise after-sales customer support provision when using Web-based Selfservice Systems (WSSs) is essential to making improvements in such systems. This paper reports key stakeholder-oriented findings from an interpretive study of critical success factors (CSFs) for the transfer of after-sales support-oriented k...

Purpose: The present research examines the role of sales manager support in promoting the subjective well-being of salespeople as well as the function of the sales manager in cultivating positive, motivating and productive environments. Design/methodology/approach: An exploratory assessment of the relationship between sales manager support and emotional health in salespeople was conducted by in...

The extant literature on after-sales service support suggests an implicit consensus around the (Pareto) superiority of performance-based contracts (PBC) over traditional time-and-material contracts. However, when product technology is new, a setting in which the vendor possesses superior information on product reliability, there is compelling evidence to suggest that buyers prefer the tradition...

Electronic commerce applications are just about to leave their infancy. While electronic cash has been around for quite a few years, the amount of business carried out through the Internet is still very small compared to the potentials of this young technology. There are plenty of reasons for this and these are only a few of them: It is diicult to guarantee secure transactions on the Internet a...

Real-time remote sales assistance is an underdeveloped component of online sales services. Solutions involving web page text chat, telephony and video support prove problematic when seeking to remotely guide customers in their sales processes, especially with configurations of physically complex artefacts. Recently, there has been great interest in the application of virtual worlds and augmente...

In the distribution service industry, sales people often experience multiple occupational stressors such as excessive emotional labor, workplace mistreatment, and job insecurity. The present study aimed to explore the associations of these stressors with depressive symptoms among women sales workers at a clothing shopping mall in Korea. A cross sectional study was conducted on 583 women who con...

Knowledge-based recommender technologies support customers and sales representatives in the identification of appropriate products and services. These technologies are especially useful for complex and high involvement products such as cars, computers, or financial services. In this paper we present the VITA (Virtualis Tanacsado) financial services recommendation environment which has been depl...