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.
Editors and Affiliations
National Quality Research Center, University of Michigan Business School, USA
Michael D. Johnson
CTcon, Management Consulting, Vallendar, Germany
Michael D. Johnson,
Andreas Herrmann
University of Mainz, Germany
Andreas Herrmann
University of Mannheim, Germany
Frank Huber
Quality Technology and Management, University of Linköping, Sweden
Anders Gustafsson
About the editors
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.
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
