Customer Retention in the Automotive Industry Quality, Satisfaction
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 cust
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Michael D. Johnson!Andreas Herrmann! Frank Huber/Anders Gustafsson (Eds.)
Customer Retention in the Automotive Industry Quality, Satisfaction and Loyalty
GABLER
Michael D. Johnson, Professor of Marketing, National Quality Research Center, University of Michigan Business School (U.S.A.), and Member of the Advisory Board, CTcon, Management Consulting, Vallendar (Germany). Andreas Herrmann, Professor of Management, University of Mainz (Germany), and Member of the Advisory Board, CTcon, Management Consulting, Vallendar (Germany). Frank Huber Ph.D., student in Marketing at the chair of Professor Hans H. Bauer, University of Mannheim (Germany). Anders Gustafsson, Associate Professor, Quality Technology and Management, University of Linkoping (Sweden).
Die Deutsche Bibliothek - CIP-Einheitsaufnahme Customer retention in the automotive industry : quality, satisfaction and loyalty I Michael D. Johnson ... (eds.). - Wiesbaden : Gabler, 1997
All rigths reserved
© Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden, 1997 Softcover reprint of the hardcover 1st edition 1997
Publishing editors: Barbara Roscher I Annegret Heckmann Gabler is a subsidiary company of Bertelsmann Professional Information. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means: electronic, magnetic type, photocopying, recording or otherwise, without permission in writing form from the publisher. Printing and binding: Lengericher Handelsdruckerei, LengerichiWestf.
ISBN-13:978-3-322-84511-5 DOl: 10.1007/978-3-322-84509-2
e-ISBN-13:978-3-322-84509-2
Acknowledgements We would like to thank the authors, Seigyoung Auh, Tomas Bayon, Hans Bauer, Hans Berger, Felix Brautigam, Henning Diederichs, Frederik Ekdahl, Kurt Falk, Stellan Flodin, Ralph Ftirderer, Stephan Henneberg, Thomas Keller, Torsten Miiller-Otvos, Ture Nelson, Carsten Oder, Sibylle Peter and Barbara WeiSenberger, for their contributions and for humoring us when we told each of them that their manuscript is the "one missing and holding up production". Tremendous appreciation is extended to Linda Spahlinger of Mercedes-Benz, who helped the editors select relevant topics. We offer special thanks to Frank Meyrahn and RalfMader who, in addition to helping assemble and coordinate the production of the book, acted as cops when reviewing the material from our contributers. At Gabler the editorial staff, especially Annegret Heckmann, was very effective and professional. To all these people we say, "Thank you!".
Michael D. Johnson Andreas Herrmann Frank Huber Anders Gustafsson
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Contents Chapter 1
An Introduction to Quality, Satisfaction,
and Retention Implications for the Automotive Industry Michael D. Johnson, Andreas Herrmann, Frank Huber, and Anders Gustafsson .............................. Chapter 2
1
Linking Satisfaction to Design A Key to Success for Volvo Anders Gustafsson, Fredrik Ekdahl, and Kurt Falk ...................................................................
Chapter 3
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Improved Customer S
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