| 書目名稱 | Customer Retention in the Automotive Industry | | 副標題 | Quality, Satisfactio | | 編輯 | Michael D. Johnson (Professor of Marketing, Member | | 視頻video | http://file.papertrans.cn/242/241623/241623.mp4 | | 概述 | Unternehmen kundenorientiert führen | | 圖書封面 |  | | 描述 | 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 contributi | | 出版日期 | Book 1997 | | 關(guān)鍵詞 | Automotive Industry; Unternehmenserfolg; management; production; research & development (R&D) | | 版次 | 1 | | doi | https://doi.org/10.1007/978-3-322-84509-2 | | isbn_softcover | 978-3-322-84511-5 | | isbn_ebook | 978-3-322-84509-2 | | copyright | Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden 1997 |
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