Customer Retention in the Automotive Industry : Quality, Satisfaction and Loyalty (2012. viii, 372 S. 19 Tabellen. 240 mm)

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Customer Retention in the Automotive Industry : Quality, Satisfaction and Loyalty (2012. viii, 372 S. 19 Tabellen. 240 mm)

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  • 製本 Paperback:紙装版/ペーパーバック版/ページ数 370 p.
  • 言語 ENG
  • 商品コード 9783322845115
  • DDC分類 658

Full Description


Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualitat, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.

Table of Contents

    Chapter 1 An Introduction to Quality,          1  (18)
Satisfaction, and Retention - Implications
for the Automotive Industry
Michael D. Johnson
Andreas Herrmann
Frank Huber
Anders Gustafsson
Chapter 2 Linking Satisfaction to Design - 19 (22)
A Key to Success for Volvo
Anders Gustafsson
Fredrik Ekdahl
Kurt Falk
Chapter 3 Improved Customer Satisfaction Is 41 (26)
Volvo Priority
Stellan Flodin
Ture Nelson
Anders Gustafsson
Chapter 4 Design of Lines as a 67 (26)
Product-Policy Variant to Retain Customers
in the Automotive Industry
Hans H. Bauer
Frank Huber
Thomas Keller
Chapter 5 From Value-Orientated Quality 93 (24)
Improvement to Customer Satisfaction - A
Case Study for Passenger Cars
Andreas Herrmann
Frank Huber
Anders Gustafsson
Chapter 6 Achieving Customer Satisfaction, 117(24)
Loyalty, and Retention Through Strategic
Alignment
Michael D. Johnson
Chapter 7 The Complex Relationship between 141(26)
Customer Satisfaction and Loyalty for
Automobiles
Seigyoung Auh
Michael D. Johnson
Chapter 8 Method Supplied Investigation of 167(48)
Customer Loyalty in the Automotive Industry
- Results of a Causal Analytical Study
Hans H. Bauer
Frank Huber
Felix Brautigam
Chapter 9 Strategic Loyalty Management - 215(44)
Some Reflections Regarding Customer
Retention Instruments in the Automotive
Industry
Stephan C. M. Henneberg
Chapter 10 The Case of Mercedes-Benz - 259(20)
Quality in Customer Retention Management
Carsten Oder
Thomas Bayon
Chapter 11 The BMW Customer Report - Dealer 279(14)
Satisfaction as a Strategic Success Factor
for High Brand Loyalty
Thorsten Muller-Otvos
Henning Diederichs
Chapter 12 Customer Satisfaction and 293(24)
Customer Loyalty in the Automotive Industry
- Results of an Empirical Study
Hans Berger
Sibylle Peter
Andreas Herrmann
Chapter 13 Customer Retention in the 317(32)
Automotive Industry - An Economic Analysis
Barbara E. Weißenberger
Chapter 14 The Value of Passenger Car 349
Customers
Andreas Herrmann
Ralph Furderer