{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,4]],"date-time":"2026-07-04T16:27:57Z","timestamp":1783182477593,"version":"3.54.6"},"reference-count":116,"publisher":"MDPI AG","issue":"1","license":[{"start":{"date-parts":[[2023,3,5]],"date-time":"2023-03-05T00:00:00Z","timestamp":1677974400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>In recent years, e-commerce has assumed a more strategic and relevant role with regard to the good performance of the global retail industry. The facilities and conveniences provided by e-tail contribute to meeting the demands of a more connected consumer. However, it is necessary to consider the complex nature of the online market, which requires e-retailers to challenge themselves in order to create stronger connections with their customers to achieve greater customer satisfaction. In this context, the services offered in the after-sales phase, one of the most relevant stages of the consumer journey, can help reduce the negative impacts involved in the decision and experience of an online purchase. The post-sale in e-commerce is a research domain that has become increasingly prominent in recent years, and this maturation in the academic environment requires a deeper understanding of this scientific production. Therefore, to synthesize the main insights and suggest an agenda for future studies of this theme, a Systematic Literature Review (SLR) was conducted for this study using a hybrid approach, combining a structured review with a bibliometric review. One of the main contributions of the research is the seminal presentation of after-sales attributes in e-commerce, in a global and broad view, focusing on the retailer and consumer relationship, referred to herein as After-sales Customer Services (AFSCS). Unlike the other few existing reviews regarding the theme, this work is innovative because it investigates the e-commerce post-purchase, the attributes of this stage, and the relationship between retailer and consumer at this stage of the journey in a more direct, exclusive, and complete way.<\/jats:p>","DOI":"10.3390\/jtaer18010025","type":"journal-article","created":{"date-parts":[[2023,3,6]],"date-time":"2023-03-06T06:45:08Z","timestamp":1678085108000},"page":"475-500","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":13,"title":["After-Sales Attributes in E-Commerce: A Systematic Literature Review and Future Research Agenda"],"prefix":"10.3390","volume":"18","author":[{"given":"Rodolfo Magalh\u00e3es","family":"Ferraz","sequence":"first","affiliation":[{"name":"Graduate Program in Organizations Management, Leadership and Decision (PPGOLD), School of Management, Federal University of Parana, Curitiba 80210-170, PR, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-4960-5954","authenticated-orcid":false,"given":"Claudimar Pereira","family":"da Veiga","sequence":"additional","affiliation":[{"name":"Graduate Program in Organizations Management, Leadership and Decision (PPGOLD), School of Management, Federal University of Parana, Curitiba 80210-170, PR, Brazil"},{"name":"Funda\u00e7\u00e3o Dom Cabral\u2014FDC, Av. Princesa Diana, 760 Alphaville, Lagoa dos Ingleses, Nova Lima 34018-006, MG, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Cassia Rita Pereira","family":"da Veiga","sequence":"additional","affiliation":[{"name":"Graduate Program in Organizations Management, Leadership and Decision (PPGOLD), School of Management, Federal University of Parana, Curitiba 80210-170, PR, Brazil"},{"name":"Department of Health Management, Federal University of Minas Gerais\u2014UFMG, Av. Alfredo Balena, 190, Belo Horizonte 30130-100, MG, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2323-8025","authenticated-orcid":false,"given":"Thales Stevan Guedes","family":"Furquim","sequence":"additional","affiliation":[{"name":"Graduate Program in Organizations Management, Leadership and Decision (PPGOLD), School of Management, Federal University of Parana, Curitiba 80210-170, PR, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Wesley Vieira","family":"da Silva","sequence":"additional","affiliation":[{"name":"Faculty of Economics, Administration and Accounting, Federal University of Alagoas, Macei\u00f3 57072-900, AL, Brazil"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1968","published-online":{"date-parts":[[2023,3,5]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.intmar.2017.06.001","article-title":"Consumer Connectivity in a Complex, Technology-enabled, and Mobile-oriented World with Smart Products","volume":"40","author":"Verhoef","year":"2017","journal-title":"J. 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