Investigation into Performance and BehavioralFactors of Employees on Quality of After-Sale-Service to Obtain Customer Satisfaction and Loyalty (Case of Mobile Network Operator)

In new businesses, customer satisfaction has an important and vital status in the achievement of organizational objectives. Managers, also, believe that their success in macro-objectives of an organization depends on customer-satisfaction. However, it is worth noting that all customers of an organization do not play equally in organizational achievement; therefore, obtaining satisfaction of key customers is specifically important to managers. As a result, organizations require a system and a process that make them capable of not only attracting and maintaining customers but also managing customer-relationship in the organization. Today, these systems are known as customer-relationship management systems, whose main goal is to increase customer-satisfaction, which leads to customer-loyalty and organizational successes. Thus, this research presents stellar service provision approaches and relates these subjects to performance, process, and behavioral parameters of after-sale-service to investigate the effect of these factors on customer-satisfaction and -loyalty. According to previous studies, the service quality of employees, in terms of performance, process, and behavioral factors, has direct effect on the enhancement of employees' satisfaction; however, customer-satisfaction does not necessarily lead to customer-loyalty.

Keywords:

Stellar Services , Customer-Amazement , Performance Factor , Process Factor , Behavioral Factor