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Customer Retention in the Automotive Industry

Quality, Satisfaction and Loyalty

Editors: Johnson, M.D., Herrmann, A., Huber, F., Gustafsson, A. (Eds.)

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  • ISBN 978-3-322-84509-2
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About this book

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.

About the authors

Die Herausgeber
Universitätsrofessor Dr. Andreas Herrmann ist Inhaber des Lehrstuhls für ABWL und Marketing der Universtiät Mainz.
Professor Michael D. Johnson ist Inhaber des Lehrstuhls für Marketing am National Quality Research Center der Universität Michigan.
Frank Huber ist wissenschaftlicher Mitarbeiter am Lehrstuhl von Professor Dr. Hans H. Bauer der Unversität Mannheim.
Anders Gustafsson ist Privatdozent am Quality Technology and Management Institut der Universität Linköping (Schweden).

Die Autoren
Die Autoren sind renommierte Fachvertreter aus Wissenschaft und Unternehmenspraxis.

Table of contents (14 chapters)

Table of contents (14 chapters)
  • An Introduction to Quality, Satisfaction, and Retention — Implications for the Automotive Industry

    Pages 1-17

    Johnson, Michael D. (et al.)

  • Linking Satisfaction to Design — A Key to Success for Volvo

    Pages 19-39

    Gustafsson, Anders (et al.)

  • Improved Customer Satisfaction Is Volvo Priority

    Pages 41-65

    Flodin, Stellan (et al.)

  • Design of Lines as a Product-Policy Variant to Retain Customers in the Automotive Industry

    Pages 67-92

    Bauer, Hans H. (et al.)

  • From Value-Orientated Quality Improvement to Customer Satisfaction — A Case Study for Passenger Cars

    Pages 93-115

    Herrmann, Andreas (et al.)

Buy this book

eBook 74,89 €
price for Spain (gross)
  • ISBN 978-3-322-84509-2
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover 93,59 €
price for Spain (gross)
  • ISBN 978-3-322-84511-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
Customer Retention in the Automotive Industry
Book Subtitle
Quality, Satisfaction and Loyalty
Editors
  • Michael D. Johnson
  • Andreas Herrmann
  • Frank Huber
  • Anders Gustafsson
Copyright
1997
Publisher
Gabler Verlag
Copyright Holder
Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden
eBook ISBN
978-3-322-84509-2
DOI
10.1007/978-3-322-84509-2
Softcover ISBN
978-3-322-84511-5
Edition Number
1
Number of Pages
VIII, 372
Topics