After sales service: key settings for improving profitability and customer satisfaction

Rebelo, C.G.S.; Pereira, Maria Teresa; Silva, J.F.G.; Ferreira, Luı́s Pinto; Sá, José Carlos; Mota, Alberto

doi:10.1016/j.promfg.2021.10.063

Cited by 12 publications

(4 citation statements)

References 18 publications

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“…In this article, the focus was on the time of execution, but equally significant are aspects of efficiency and effectiveness, as described in the work by Grajewski et al [37]. It is worth emphasizing that the result of these parameters is the aspect of customer satisfaction, a key metric from the perspective of the investigated issue [38].…”

Section: Discussionmentioning

confidence: 99%

The Role of ChatGPT in Elevating Customer Experience and Efficiency in Automotive After-Sales Business Processes

Sliż

2024

ASI

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Purpose: The advancements in deep learning and AI technologies have led to the development of such language models, in 2022, as OpenAI’s ChatGPT. The primary objective of this paper is to thoroughly examine the capabilities of ChatGPT within the realm of business-process management (BPM). This exploration entails analyzing its practical application, particularly through process-mining techniques, within the context of automotive after-sales processes. Originality: this article highlights the issue of possible ChatGPT application in selected stages of after-sales processes in the automotive sector. Methods: to achieve the main aim of this paper, methods such as a literature review, participant observation, unstructured interviews, CRISP-DM methodology, and process mining were used. Findings: This study emphasizes the promising impact of implementing the ChatGPT OpenAI tool to enhance processes in the automotive after-sales sector. Conducted in 2023, shortly after the tool’s introduction, the research highlights its potential to contribute to heightened customer satisfaction within the after-sales domain. The investigation focuses on the process-execution time. A key premise is that waiting time represents an additional cost for customers seeking these services. Employing process-mining methodologies, the study identifies stages characterized by unnecessary delays. Collaborative efforts with domain experts are employed to establish benchmark durations for researched processes’ stages. The study proposes the integration of ChatGPT to improve and expedite stages, including service reception, reception check-out, repair and maintenance, and claim repair. This holistic approach aligns with the current imperatives of business-process improvement and optimalization, aiming to enhance operational efficiency and customer-centric service delivery in the automotive after-sales sector.

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Section: Discussionmentioning

confidence: 99%

The Role of ChatGPT in Elevating Customer Experience and Efficiency in Automotive After-Sales Business Processes

Sliż

2024

ASI

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“…The after-sales service is in the third position. The product's after-sales services are crucial (Rebelo et al, 2021). It will be a question of advice regarding how to use, maintain, and care for the product, including developing a virtual community, which will be discussed in this section to improve credibility.…”

Section: Section 2: Growing Consumer Trust In the Gems And Jewelry Bu...mentioning

confidence: 99%

A Study of Entrepreneurs’ Confidence in Geographical Indications for Value Adding of Gems and Jewelry Products in Chanthaburi Province

Hanpakdeesakul,

Bunnag

2023

Asia Social Issues

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Geographical Indications (GI) give goods made from local resources more legitimacy and create value additions for various products. Gems and Jewelry are products that have contributed to Chanthaburi’s long-standing renown but have not yet been recognized for GI. The principles are to 1) investigate the entrepreneurial viewpoints regarding the belief that GI will increase the value of its products, 2) contrast the views of those products toward the use of GI to boost value and inspire confidence in customers, 3) examine the link between variables influencing the value added of gems and jewelry products with GI. In-depth interviews were used as the research methodology. Data was gathered from 14 owners of Small and Medium-sized enterprises (SMEs) in gems and jewelry businesses who were required to be members of the Chanthaburi Gem and Jewelry Traders Association (CGA). The finding revealed that entrepreneurs support and encourage the registration of GI for gems and jewelry products to increase the company’s reliability, boost product market value, and foster customer trust. Gems and jewelry entrepreneurs in Chanthaburi trust GI to add value; therefore, GI is a tool that may be utilized to enhance the worth of gems and jewelry products. Plus, it increases consumers’ trust in the product’s origin and quality.

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“…In a study by Quy Nguyen-Phuoc et al ( 2021), air travel services were determined by safety assurance, reliability, and empathy, while the actual dimensions of these services were found to predict customer satisfaction. Rebelo et al (2021) provided an overview of aftersales service from manufacturers by directly identifying the physical product, such as product defects, employee competence and experience, and the existence of a replacement warranty period according to customer expectations. The service center approach is a determining factor for improving the service experience, which has been found to include response time, repairs, the price-performance ratio, service contracts, spare parts availability, and the general behavior of technicians, as the main factors for customer satisfaction and customer intensions to make repeat purchases (Levesque & Boeck, 2017).…”

Section: Hypothesis Developmentmentioning

confidence: 99%

Service Quality and After-Sales Service on IoT-Based Car User Satisfaction and Repeat Purchases Services in Indonesia

Ekasari¹,

Arif²,

Nurcholis³

2023

ABAC J

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This study aims to determine the effect of service quality and after-sales service on the customer satisfaction of car users using IoT (Internet of Things) technology provided with their car purchase. Digital disruption has made manufacturers turn to digital services and marketing systems to discover and understand customer behavior. Using the Isaac and Michael formula a sample size 155 respondents was determined, and data were accordingly collected for processing via non-probability sampling techniques. Data were obtained from respondents matching the unique criteria of Indonesian users of cars with IoT innovation technology. Such cars now account for 10% of total new car sales. This study utilizes path analysis, revealing that customer satisfaction encourages loyal customers to buy new units. The main finding of the research is that a service system connected to the internet or smartphones makes users comfortable and can determine the future choice for product repurchases. Therefore, it is necessary to develop continuous emotional closeness with customers for future success.

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After sales service: key settings for improving profitability and customer satisfaction

Cited by 12 publications

References 18 publications

The Role of ChatGPT in Elevating Customer Experience and Efficiency in Automotive After-Sales Business Processes

The Role of ChatGPT in Elevating Customer Experience and Efficiency in Automotive After-Sales Business Processes

A Study of Entrepreneurs’ Confidence in Geographical Indications for Value Adding of Gems and Jewelry Products in Chanthaburi Province

Service Quality and After-Sales Service on IoT-Based Car User Satisfaction and Repeat Purchases Services in Indonesia

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