Abstract

CASTILLO, Rony. Role oh the disposition to technology in the evaluation of tangible and non-tangible elements of after sales services. Tec Empre. [online]. 2019, vol.13, n.2, pp.3-18. ISSN 1659-3359.  http://dx.doi.org/10.18845/te.v13i2.4491.

The after-sales services have been acquiring a preponderant role for the generation of results for the companies and the client’s satisfaction, being relevant the understanding of different aspects of their management in order to have a continuous improvement of their performance. Based on these services, the present quantitative research conducted on 265 professionals and students in Chile analyzes the moderating role of the client's disposition in technology in the causal relationship, both tangible and non-tangible elements of after-sales services in the experiential value of clients and their disposition of future purchases through the use of Structural Equations Method (SEM); showing in its results the favorable moderating impact of a high disposition towards the technology of the people with respect to the positive performance that is reported between the provision of tangible resources of these services and the value experienced by the clients. Most likely, given that the traditional elements of services, in general, and after-sales, in particular, will lose their relevance due to the emergence of the technology of an authentic digital revolution like the present one, the present investigation evaluates how elements of these services influence the value of customers, focusing on how the disposition to technology moderates this link and has the potential to influence the final assessment of this relationship in the future.

Keywords : After sales services; Willingness to Technology; tangible elements; non-tangible elements; personalized services.

        · abstract in Spanish     · text in Spanish     · Spanish ( pdf )