• Business
  • Published 2002

Customer satisfaction and loyalty in after sales service : modes of care in telecommunications systems delivery

@inproceedings{Koskela2002CustomerSA,
  title={Customer satisfaction and loyalty in after sales service : modes of care in telecommunications systems delivery},
  author={Heikki O Koskela},
  year={2002}
}
The study was to gain improved understanding of the forces and factors present in after-sales activities, and the role of these in enhancing or endangering business. The objective was to gain a better understanding of how a supplier could successfully manage its “customer care” activities in the dynamic mobile telecommunications market. After sales business activities in this industry have received little systematic research attention. The study described herein focuses on after sales aspects… CONTINUE READING

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