SUSTAINABLE AFTER SALE SERVICES: THE EFFECT OF PERCEIVED VALUE ON CUSTOMERS’ BEHAVIOURAL INTENTION
There is an increasing beleive that the biggest show stopper in any industry will no longer be technology or capital, but the environment (Sheth & Sinha, 2015). It evidently defines the main problem of our world today, and the concern, regarding our future generations. Ensuring that our action today do not limit the range of economic, social, and environmental options to future generation, the fundamental principle of sustainability has emerged (Trevena, Kaldor & Downs, 2014).In light of the same concern, Recently, sustainability management has developed in the service industry. Green/sustainable after sale services in customer durables have been progressively joining the service industry. Customersupport determinesthe sustainable development of the consumer durable industry for their services. This paper aims to explore relationships among perceived values viz. hedonic and utilitarian values, and behaviour intentions of the customer. A total of 360valid questionnaires were collected, and regression method was used to measure and test the research hypotheses. Thestudy presents empirical evidence of impact of hedonic and utilitarian values on customer’sbehavioural intentions. Finally, theoretical and practical implications are discussed and suggestions for future research are provided.