ABSTRACT
With the rapid increasing competitive environment and the rising consumers’ awareness, enhancing post-sale service becomes a pertinent strategy in strengthening customer satisfaction. Hence, other than focusing on improving product quality, industries have devoted many resources to improve post-sale service quality. A good post-sale service will not be achieved without constructing appropriate strategies. If an effective and integrated post-sale strategy can be developed, customer satisfaction will be enhanced, the overall operational cost can be reduced, and the brand image will be broadened and promoted. Although post-sale service has been realized to have effect on the service quality, its value has not yet been explored in both academia and industries. Hence, this research analyzes the characteristics of mobile communication devices, the post-sales service flow, reverse logistics network design, and the influence of the flow design on the service quality. Primal factors that have significant effect on the service quality are identified and some strategies are proposed for managerial prospects in designing post-sale service.
