Business Analytics

Achieving Brand Loyalty in China through After-Sales Services

With a Particular Focus on the Influences of Cultural Determinants

Authors: Fraß, Alexander

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About this book

This paper provides a guideline for how the entire process chain of automotive after-sales services could be researched in China. In addition, Schwartz's individual level value theory is introduced as a beneficial operationalisation approach to cultural marketing. So, values are modelled as exogenous variables in order to show which ones are really causal. A total of 301 Chinese workshop customers were surveyed to assess the critical success factors of after-sales services via partial least squares structural equation modelling. After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally. 

About the authors

Alexander Fraß studied social economy and entrepreneurship at the University of Hamburg and the Institute of Technology Tralee (Ireland). In 2015, he completed his dissertation at the Universitat Politècnica de València (Spain) in co-operation with the Hamburg University of Applied Sciences. Since 2015 he is responsible for the marketing and sales activities of a leading forklift dealership in North Germany.

Table of contents (6 chapters)

Table of contents (6 chapters)

Buy this book

eBook $79.99
price for USA in USD
  • ISBN 978-3-658-14367-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $99.99
price for USA in USD
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Bibliographic Information

Bibliographic Information
Book Title
Achieving Brand Loyalty in China through After-Sales Services
Book Subtitle
With a Particular Focus on the Influences of Cultural Determinants
Authors
Series Title
Business Analytics
Copyright
2016
Publisher
Gabler Verlag
Copyright Holder
Springer Fachmedien Wiesbaden
eBook ISBN
978-3-658-14367-1
DOI
10.1007/978-3-658-14367-1
Softcover ISBN
978-3-658-14366-4
Series ISSN
2570-1363
Edition Number
1
Number of Pages
XXI, 317
Number of Illustrations
35 b/w illustrations
Topics