Customer Retention in the Automotive Industry: Quality, Satisfaction and Loyalty
The intensely competitive global automotive industry is in the midst of both a quality evolution and management transfonnation. In an evolutionary fashion, industry attention has progressed from a focus on internal quality, to external perceptions of customer satisfaction, to subsequent customer ret...
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| Weitere Verfasser: | , , , |
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| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Gabler Verlag
1997
|
| Ausgabe: | 1st ed. 1997 |
| Schlagworte: | |
| Online-Zugang: | BTU01 Volltext |
| Zusammenfassung: | The intensely competitive global automotive industry is in the midst of both a quality evolution and management transfonnation. In an evolutionary fashion, industry attention has progressed from a focus on internal quality, to external perceptions of customer satisfaction, to subsequent customer retention and profitability. More transfonnational is the change in the way automotive companies operate and manage themselves. An industry once dominated at a product level by engineering and a management level by fmance is becoming a cross functional, customer oriented industry. Understanding the links from quality to satisfaction to retention has become a key to financial and organizational success as the automotive industry enters the new millennium. We are fortunate, in this regard, to have assembled a diverse group of both academic and automotive industry contributors to offer a variety of insights into these links. After describing the ongoing changes in the automotive industry in more detail, this introductory chapter describes a framework for linking quality, satisfaction, and retention. The framework is used to introduce each of the individual chapters and highlight its contribution. Although our primary emphasis is on the automotive industry, the implications of the research and lessons learned extend far beyond. If anything, the automotive industry is a prototypical competitive, global industry that faces a myriad of business issues. These include, among others, issues pertaining to product development, service development, process improvement, product quality, service quality, supplier relationships, internal customer satisfaction, external customer satisfaction, retailing, promotion, pricing, franchising, and technology management |
| Beschreibung: | 1 Online-Ressource (VIII, 372 p) |
| ISBN: | 9783322845092 |
| DOI: | 10.1007/978-3-322-84509-2 |
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| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| doi_str_mv | 10.1007/978-3-322-84509-2 |
| edition | 1st ed. 1997 |
| format | Electronic eBook |
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| spelling | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty edited by Michael D. Johnson, Andreas Herrmann, Frank Huber, Anders Gustafsson 1st ed. 1997 Wiesbaden Gabler Verlag 1997 1 Online-Ressource (VIII, 372 p) txt rdacontent c rdamedia cr rdacarrier The intensely competitive global automotive industry is in the midst of both a quality evolution and management transfonnation. In an evolutionary fashion, industry attention has progressed from a focus on internal quality, to external perceptions of customer satisfaction, to subsequent customer retention and profitability. More transfonnational is the change in the way automotive companies operate and manage themselves. An industry once dominated at a product level by engineering and a management level by fmance is becoming a cross functional, customer oriented industry. Understanding the links from quality to satisfaction to retention has become a key to financial and organizational success as the automotive industry enters the new millennium. We are fortunate, in this regard, to have assembled a diverse group of both academic and automotive industry contributors to offer a variety of insights into these links. After describing the ongoing changes in the automotive industry in more detail, this introductory chapter describes a framework for linking quality, satisfaction, and retention. The framework is used to introduce each of the individual chapters and highlight its contribution. Although our primary emphasis is on the automotive industry, the implications of the research and lessons learned extend far beyond. If anything, the automotive industry is a prototypical competitive, global industry that faces a myriad of business issues. These include, among others, issues pertaining to product development, service development, process improvement, product quality, service quality, supplier relationships, internal customer satisfaction, external customer satisfaction, retailing, promotion, pricing, franchising, and technology management Business and Management, general Business Management science Customization (DE-588)4461799-9 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Produktionspolitik (DE-588)4129138-4 gnd rswk-swf Mass Customization (DE-588)4460479-8 gnd rswk-swf Kraftfahrzeugindustrie (DE-588)4032690-1 gnd rswk-swf Kundenbindung (DE-588)4384508-3 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Kraftfahrzeugindustrie (DE-588)4032690-1 s Produktionspolitik (DE-588)4129138-4 s Customization (DE-588)4461799-9 s Verbraucherzufriedenheit (DE-588)4129147-5 s Kundenbindung (DE-588)4384508-3 s DE-604 Mass Customization (DE-588)4460479-8 s Johnson, Michael D. edt Herrmann, Andreas edt Huber, Frank edt Gustafsson, Anders edt Erscheint auch als Druck-Ausgabe 9783322845115 Erscheint auch als Druck-Ausgabe 9783322845108 Erscheint auch als Druck-Ausgabe 9783409122375 https://doi.org/10.1007/978-3-322-84509-2 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty Business and Management, general Business Management science Customization (DE-588)4461799-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Produktionspolitik (DE-588)4129138-4 gnd Mass Customization (DE-588)4460479-8 gnd Kraftfahrzeugindustrie (DE-588)4032690-1 gnd Kundenbindung (DE-588)4384508-3 gnd |
| subject_GND | (DE-588)4461799-9 (DE-588)4129147-5 (DE-588)4129138-4 (DE-588)4460479-8 (DE-588)4032690-1 (DE-588)4384508-3 (DE-588)4143413-4 |
| title | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty |
| title_auth | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty |
| title_exact_search | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty |
| title_exact_search_txtP | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty |
| title_full | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty edited by Michael D. Johnson, Andreas Herrmann, Frank Huber, Anders Gustafsson |
| title_fullStr | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty edited by Michael D. Johnson, Andreas Herrmann, Frank Huber, Anders Gustafsson |
| title_full_unstemmed | Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty edited by Michael D. Johnson, Andreas Herrmann, Frank Huber, Anders Gustafsson |
| title_short | Customer Retention in the Automotive Industry |
| title_sort | customer retention in the automotive industry quality satisfaction and loyalty |
| title_sub | Quality, Satisfaction and Loyalty |
| topic | Business and Management, general Business Management science Customization (DE-588)4461799-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Produktionspolitik (DE-588)4129138-4 gnd Mass Customization (DE-588)4460479-8 gnd Kraftfahrzeugindustrie (DE-588)4032690-1 gnd Kundenbindung (DE-588)4384508-3 gnd |
| topic_facet | Business and Management, general Business Management science Customization Verbraucherzufriedenheit Produktionspolitik Mass Customization Kraftfahrzeugindustrie Kundenbindung Aufsatzsammlung |
| url | https://doi.org/10.1007/978-3-322-84509-2 |
| work_keys_str_mv | AT johnsonmichaeld customerretentionintheautomotiveindustryqualitysatisfactionandloyalty AT herrmannandreas customerretentionintheautomotiveindustryqualitysatisfactionandloyalty AT huberfrank customerretentionintheautomotiveindustryqualitysatisfactionandloyalty AT gustafssonanders customerretentionintheautomotiveindustryqualitysatisfactionandloyalty |