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Keywords: Aftersales
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2020) 54 (7): 1787–1804.
Published: 26 June 2020
... centricity. The purpose of this paper is to analyze and advocate that customer support or the aftersales service is a key differential advantage, which is hard to replicate by competition. Unfortunately, customer support has been a neglected area, often relegated to operations and considered a cost...
