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References (9)
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K. Eriksen
Das Marktverhalten der Automobilhersteller auf den KFZ‐Teilen‐Märkten der Bundesrepublik Deutschland -
W. Müller, H. Reuss
Veränderungen Wettbewerblicher Erfolgsfaktoren im Automobilmarkt -
Autohaus
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ADAC Motorwelt
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News Briefs
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BBE
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W. Brandstetter
Rank und Aufgaben der Umwelttechnik in der Automobilindustrie -
Kraftfahr Bundesamt (German car statistical office) statistical records released for 1994.
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H. Brachat
Computergestütze Kommunikationssysteme in Handel und Kundendienst
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1996 MCB UP Ltd. All rights reserved.
- ISSN
- 1355-2503
- DOI
- 10.1108/14637159610151208
- Publisher site
- See Article on Publisher Site
Abstract
This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as adopted by Toyota GmbH and Ford Werke AG. The criteria used covered product policies, distribution, promotion service, price and environmental issues. The effectiveness of each applied set of policies was measured by examining financial results and by asking the participants themselves to establish their ranking using all the above criteria. Concludes with proposed improvements to car after‐sales service, based on best practice.
Journal
Business Process Re-engineering and Management Journal – Emerald Publishing
Published: Dec 1, 1996
Keywords: After‐sales service; Benchmarking; Germany; Marketing; Motor industry