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Author : Adamantios Diamantopoulos
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (413 download)
Download or read book Customer Satisfaction in the Luxury Car Market written by Adamantios Diamantopoulos and published by . This book was released on 1987 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Michael D. Johnson
Publisher : Gabler Verlag
ISBN 13 : 9783409122375
Total Pages : 372 pages
Book Rating : 4.1/5 (223 download)
Download or read book Customer Retention in the Automotive Industry written by Michael D. Johnson and published by Gabler Verlag. This book was released on 1997-12-11 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.
Author : Dr.M.s.Narasimhamdr. G. Rama krishna
Publisher : Archers & Elevators Publishing House
ISBN 13 : 938880547X
Total Pages : pages
Book Rating : 4.3/5 (888 download)
Download or read book Consumer Preferences And Satisfaction Levels Towards Luxury Cars written by Dr.M.s.Narasimhamdr. G. Rama krishna and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Marit Breitfeld
Publisher : Diplom.de
ISBN 13 : 9783838686028
Total Pages : 108 pages
Book Rating : 4.6/5 (86 download)
Download or read book Customer-Oriented Quality Management in the Automotive Industry written by Marit Breitfeld and published by Diplom.de. This book was released on 2005-02 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe: Abstract: In times of severe competition, it is of crucial importance to create a competitive advantage to differentiate from the competitors and to sustain the business of the company. This thesis intends to show that a customer-focused quality management is one way to create a sustainable competitive advantage. Quality controls along the whole value chain -before, during and after production- leads to failure free products, which save costs on the one hand and have thus a positive influence on the company's revenue. On the other hand failure free products that meet the customers' expectations lead to satisfied customers who build up a brand loyalty and conduct retention sales, which have a positive influence on the company's sales, market share as well as the overall image. Furthermore, this thesis points out that it is important to listen to the voice of the customers' and get an insight in the customer's needs and wants. To fulfil or even exceed their expectations leads to customer satisfaction, which is a key to success in today's business world. In addition, the customer demands in regard of quality are growing continuously and new technologies are appearing on the markets on a regular basis. Therefore the producers are forced to keep to the latest technology developments and to get hold on the changing customer needs. But even without this external pressure, quality improvement is justified from a cost point of view. The applicability of a customer-oriented quality management is shown in the practical part of this thesis, when the quality of the Saab models is analyzed from the customer's perspective. Due to the arguments, outlined in this thesis, it can be summarized that a quality management with a focus on the needs of the customers in should become a core strategy of any company producing and selling products in order to create customer satisfaction and sustain the business. This thesis deals with the field of quality management in the cont"
Author : Marion Maguire, geb. Weiler
Publisher : diplom.de
ISBN 13 : 3832493301
Total Pages : 116 pages
Book Rating : 4.8/5 (324 download)
Download or read book A Case Analysis - Exploring Customer Attitudes on BMW written by Marion Maguire, geb. Weiler and published by diplom.de. This book was released on 2006-02-09 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Giving the powerful means of branding and brand-based differentiation for creating and sustaining a competitive advantage especially in highly competitive markets such as the automobile market, this study explores brand attitudes of existing and potential customers towards the brand BMW. Moreover, this study analyzes the level and source of customer satisfaction as well as the level and source of customer loyalty of existing and potential customers. While this study considers five different factors for the degree of customer satisfaction, there is only one factor considered for the degree of brand loyalty. The factors considered for customer satisfaction are perceived customer service, perceived quality, perceived innovation, perceived technology and perceived price, while the factor considered for brand loyalty is customer satisfaction itself. The analysis of brand loyalty distinguishes between repurchase loyalty and attitudinal loyalty, former being analyzed for existing customers and latter being analyzed for potential customers. The results indicate that (1) BMW has a high level of awareness, both in recognition and recall, (2) the image of BMW is favorable, strong and relevant, and (3) BMW is mainly associated with performance and style by existing customers and status by potential customers. Despite these overall positive results, weaknesses were identified, that contain opportunities for BMW. The regression analysis indicated that there is a strong positive correlation between customer satisfaction and perceived customer service and perceived innovation for existing customers and a strong positive correlation between customer satisfaction and perceived customer service, perceived innovation and perceived price for potential customers. Furthermore, the regression analyses indicated that there is a strong positive correlation between customer satisfaction and brand loyalty, both in form of repurchase as well as attitudinal loyalty. Branding has been around for centuries as a means to distinguish the goods of one producer from those of another. More and more companies have come to the realization that one of their most valuable assets is the brand name associated with their products. Highly competitive markets like the automotive market make powerful brands essential to accomplishing growth. By using the underlying concept of brand equity, this paper investigates in which areas brand equity has been created for the [...]
Author : Dr.Rakesh Naru
Publisher : Notion Press
ISBN 13 :
Total Pages : 149 pages
Book Rating : 4.8/5 (936 download)
Download or read book Pearlescent Promises: Trust, Commitment, and Luxury Revelations written by Dr.Rakesh Naru and published by Notion Press. This book was released on 2024-04-26 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: The research explores how the after-sales service process and quality impact customer retention in the luxury car industry, emphasizing the roles of trust and commitment. It investigates the relationship between customer care processes, customer relationship management (CRM), and customer retention, particularly in authorized car workshop.
Author :
Publisher :
ISBN 13 :
Total Pages : 618 pages
Book Rating : 4.3/5 (512 download)
Download or read book The Power Report on Automotive Marketing written by and published by . This book was released on 1993 with total page 618 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Afsaneh Rezazadeh Mehrjou
Publisher : LAP Lambert Academic Publishing
ISBN 13 : 9783844386349
Total Pages : 168 pages
Book Rating : 4.3/5 (863 download)
Download or read book Customer Satisfaction in Automobile Market written by Afsaneh Rezazadeh Mehrjou and published by LAP Lambert Academic Publishing. This book was released on 2011-07 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Globalization, liberalization and transition to a free market economy are changing the landscape of Iranian business environment. For example, economic liberalization has facilitated the arrival of Malaysian Car Marketer, Proton, into Iran in collaboration with Zagros-Khodro Company.customer satisfaction is a pre-requisite for the success of any business including automobile marketer. Hence, one of the key challenges of Iranian automobile market for Proton is to know how to attract and retain Iranian costumers by augmenting its service quality.Our study has examined customer satisfaction with respect to service quality of Proton Cars across Iran. We executed our study by employing European customer satisfaction index Model. Data was collected from Iranian customers owning proton cars. Our study offers insightful information for the refinement of serving marketing deliverable for Proton marketers across Iran.
Author : Karl E. Ludvigsen
Publisher :
ISBN 13 :
Total Pages : 200 pages
Book Rating : 4.X/5 (4 download)
Download or read book Creating the Customer-driven Car Company written by Karl E. Ludvigsen and published by . This book was released on 1996 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is based on author Karl Ludvigsen's premise that "consideration of customer needs as a first priority in every aspect of the auto business is not only possible but essential for future success & profitability." He calls this philosophy "customerizing." This book comprehensively explains what it takes to build a customer-driven company. While the examples used are taken from the automotive industry, the "customerizing" concepts described in the book can applied to virtually any industry.
Author : Jakrapan Anurit
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (798 download)
Download or read book An Investigation Into Consumer Behaviour Towards the Purchase of New Luxury Cars in Two Culturally Distinct Countries written by Jakrapan Anurit and published by . This book was released on 2002 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The thesis aimed to answer two questions. (1) What distinguishes a luxury car? It has been shown that this is a complex issue involving a multifaceted - subjective and objective factors approach. Hence, there is a need to develop (a) a clarification and definition of luxury cars, and (b) a luxury car price concept/range, to identify customers' profile, and to explore influences on consumer purchase decisions. (2) How do cultural differences between the UK and Thailand explain the difference in purchasing patterns of BMW and Mercedes and provide insights for brand marketing of the two luxury car marques? The research design was based upon a review and synthesis of the academie literature and car data, which helped identify (1) theoretical concepts and hypotheses appropriate for this study, and which also developed (2) a working definition of luxury cars for the selection of samples and research methodology for this study. Methods of qualitative data collection included observation, focus groups, and face-to-face interviews, which was content analysed. The quantitative data collection was by questionnaire survey in the UK and Thailand, which, after elementary statistical analysis, was factor, and discriminant analysed. However, the UK data did not lend ifself to principal component or discriminant analysis, since the questionnaire was modified to facilitate co-operation of British respondents. For the UK, simple statistical analysis and a test of signiflcance for differences in percentage of respondents selecting the key attributes of their own marque were conducted. The findings yielded a comparative study of similarities and differences between UK and Thai customer perceptions of BMW and Mercedes, and insights into brand marketing of their cars in the two countries. The outcomes yielded include: (i) a detailed profile of BMW and Mercedes buyers in the UK and Thailand; (ii) the technical and non-technical attributes of BMW and Mercedes cars as well as dealer and customer perceptions of the two marques in the UK and Thailand; (iii) commonalities between marques and differences in buyer attitude and behaviour in the UK and Thailand; (iv) a consumer decision model that determines the choice of a new BMW or Mercedes car in Thailand, and criteria that determine the choice of a new BMW or Mercedes car in the UK; (v) identification of significant cultural determinants of new luxury car purchasing patterns in the UK and Thailand applicable to countries with similar cultural characteristics and socio-economic structures; (vi) marketing implications on customer acquisition and retention as well as upward brand stretching of both marques in both countries. These findings enable this thesis to conclude that buyer perceptions of new BMW and Mercedes cars in the two countries are different. This thesis proposes a strategy of upward BMW and Mercedes brand stretching for both customer acquisition and retention by both marques and provides guidelines for local and global marketing of BMW and Mercedes luxury cars. The limitations of this thesis are outlined in the conclusion and also avenues for future research were provided.
Author : Nicole Fich
Publisher : GRIN Verlag
ISBN 13 : 3640967747
Total Pages : 89 pages
Book Rating : 4.6/5 (49 download)
Download or read book Brand Management of Luxury Goods written by Nicole Fich and published by GRIN Verlag. This book was released on 2011-08 with total page 89 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This study is focused on understanding the concept of "luxury" in the choice of cars in Germany. Therefore it has a closer look at the luxury brands and the luxury customer. The author researches and analyses the concept of "luxury" in the choice of car brands with a closer look at BMW and Mercedes in Germany. The author has chosen these two brands, because they are the most luxurious German brands and represent best the model of luxury brands."--Abstract.
Author : Tobias Staudt
Publisher : GRIN Verlag
ISBN 13 : 3656844534
Total Pages : 27 pages
Book Rating : 4.6/5 (568 download)
Download or read book The utilization of customer journey mapping in the automotive industry written by Tobias Staudt and published by GRIN Verlag. This book was released on 2014-11-24 with total page 27 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,2, Leipzig Graduate School of Management, course: Service Retail and Marketing, language: English, abstract: Commoditized products and volatile market environments frame the setting that companies are facing today. Thereby, the importance of differentiation as key to company’s growth is more relevant than ever. It is widely assumed that differentiation often refers to products or market positions. However, more recently, the concept of Experience Based Differentiation (EBD) emerged as an idea for companies to build sustainable relations and loyalty by delivering a superior, differentiated experience to customers. Managers have become increasingly aware that customers are their most valuable assets. However, pure Customer Relationship Management (CRM) is not sufficient anymore. Thus, Customer Experience Management (CEM) takes CRM to the next level by integrating customer experience (CEx) and emotions during interactions into consideration (Fatma 2014). Tracing the considerably increasing number of customer touch points and derive so called customer journey maps, helps companies to understand the broader reasons of performance gaps and thus address root causes. A recent study by McKinsey & Company (2013) revealed that companies that are able to map and optimize relevant customer journeys reinforce superior CEx, reduce churn and increase revenue, and, as a result, built sustainable relationships. In addition, greater employee satisfaction and an increased effectiveness of cross-functional collaborations have been observed. However, most companies fail to strategically align and manage the CEx across all touch points and miss a great opportunity to differentiate. This gives relevance to a study on the potential of Customer Journey Mapping (CJM), as a way for the marketing management to understand CEx during all interactions. In the process of the present work, the concepts of Customer Experience (CEx), Customer Experience Management (CEM), Customer Journeys (CJ), as well as Customer Journey Mapping (CJM) are important. Therefore, the basic idea of these concepts will be characterized and explained in this sub-chapter. The terms CEx and CEM have been introduced to the marketing management several years ago and have its roots in the concepts of service quality and customer service, which evolved during the eighties and nineties (Drotskiie, 2009, p. 363). Today, a common understanding of the frequently cited concept of CEx is “the user’s interpretation of his or her total interaction
Author : Fanny-Gabriela Kozicki
Publisher : GRIN Verlag
ISBN 13 : 3656146470
Total Pages : 101 pages
Book Rating : 4.6/5 (561 download)
Download or read book An Empirical Investigation into Chinese Generation Y Car Purchasing Behavior: A Focus on marketing Communication & German Luxury Car Brands written by Fanny-Gabriela Kozicki and published by GRIN Verlag. This book was released on 2012-03-06 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2012 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, Tongji University (College of Arts & Communications), course: Master in Communication, language: English, abstract: In recent years, China’s Automotive Market has grown tremendously and reached the goal to be the worlds biggest. With the increase of automotive competitors, not only from local but also foreign organizations, a car brand needs to understand its audience well in order to apply its marketing communication strategies. In other words, apply the correct messages and related media to communicate with the targeted Chinese consumers successfully. China has currently 1.3billion individual consumers on the market, out of which over 350 are USD Billionaires and 500 million are below age 30. These two distinctive statistics of the consumer market are specifically pointed out, as they are the key to acknowledging that the consumers in China are changing. Recent studies have shown that the purchasing criteria, decision making process and used communication channels are quite different of the younger consumers than those of the ‘lost generation’ who acquired sudden wealth after the Cultural Revolution. Though, the newly rich, now in their 50’s, are still the main target group of luxury brands in China, a good marketer always has to be able to predict future developments. With the modernization of the Chinese society, the costumers who will inherit the fortunes of the “lost generation” and rise in line with the rise of the countries economy is namely Generation Y. Who are these successors of the post-revolution newly rich consumers and how do we communicate a product to them successfully? On the basis of my unquestionable fascination by China’s Automotive Market and German Luxury car brands, I will pursue to answer the above question in order to give an overview for a marketer as to how successfully communicate a car to Chinese Generation Y consumer. Due to research in this field still being at an embryonic stage I will personally carry out an empirical investigation and outline who this consumer is, how they process information, their usage of mass and personal communication and acknowledge their attitude towards German luxury car brands. Finally, on the basis of the research findings I will define Chinese Generation Y car purchasing behavior and create a marketing communication strategy for a German Luxury car brand in China wishing to engage with the consumer in question.
Author : Jing Ning
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (14 download)
Download or read book Consumers' attitude towards luxury car brands Chinese market written by Jing Ning and published by . This book was released on 2013 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Fanny-Gabriela Kozicki
Publisher : GRIN Verlag
ISBN 13 : 3656146705
Total Pages : 105 pages
Book Rating : 4.6/5 (561 download)
Download or read book An Empirical Investigation Into Chinese Generation Y Car Purchasing Behavior written by Fanny-Gabriela Kozicki and published by GRIN Verlag. This book was released on 2012-03-13 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2012 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, Tongji University (College of Arts & Communications), course: Master in Communication, language: English, abstract: In recent years, China's Automotive Market has grown tremendously and reached the goal to be the worlds biggest. With the increase of automotive competitors, not only from local but also foreign organizations, a car brand needs to understand its audience well in order to apply its marketing communication strategies. In other words, apply the correct messages and related media to communicate with the targeted Chinese consumers successfully. China has currently 1.3billion individual consumers on the market, out of which over 350 are USD Billionaires and 500 million are below age 30. These two distinctive statistics of the consumer market are specifically pointed out, as they are the key to acknowledging that the consumers in China are changing. Recent studies have shown that the purchasing criteria, decision making process and used communication channels are quite different of the younger consumers than those of the 'lost generation' who acquired sudden wealth after the Cultural Revolution. Though, the newly rich, now in their 50's, are still the main target group of luxury brands in China, a good marketer always has to be able to predict future developments. With the modernization of the Chinese society, the costumers who will inherit the fortunes of the "lost generation" and rise in line with the rise of the countries economy is namely Generation Y. Who are these successors of the post-revolution newly rich consumers and how do we communicate a product to them successfully? On the basis of my unquestionable fascination by China's Automotive Market and German Luxury car brands, I will pursue to answer the above question in order to give an overview for a marketer as to how successfully communicate a car to Chinese Generation
Author : Hossein Miladian
Publisher : LAP Lambert Academic Publishing
ISBN 13 : 9783659350719
Total Pages : 236 pages
Book Rating : 4.3/5 (57 download)
Download or read book Consumer Satisfaction in Automobile Industry written by Hossein Miladian and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Automobile markets are suffering from such competition. They have to believe consumers as the core concept of their business; consumer satisfaction is what guarantees the future of the automobile market and it is achievable by an adoption between their services / products and the consumers' needs. The purpose of this study is to provide a better understanding of the satisfaction levels among consumers and how manufacturers can improve their product (automobile). To reach this purpose we have studied different models.
Author : Akio Okamura
Publisher :
ISBN 13 :
Total Pages : 108 pages
Book Rating : 4.:/5 (316 download)
Download or read book The Relationship Between Customer Satisfaction and Sales in the Automobile Industry written by Akio Okamura and published by . This book was released on 1994 with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt:
