Abstract
The intensely competitive global automotive industry is in the midst of both a quality evolution and management transformation. 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 transformational 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 finance 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.
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© 1997 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden
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Johnson, M.D., Herrmann, A., Huber, F., Gustafsson, A. (1997). An Introduction to Quality, Satisfaction, and Retention — Implications for the Automotive Industry. In: Johnson, M.D., Herrmann, A., Huber, F., Gustafsson, A. (eds) Customer Retention in the Automotive Industry. Gabler Verlag. https://doi.org/10.1007/978-3-322-84509-2_1
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DOI: https://doi.org/10.1007/978-3-322-84509-2_1
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