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BEYOND CUSTOMER SATISFACTION THE CHANGING FACE OF UK CAR RETAILING

BEYOND CUSTOMER SATISFACTION THE CHANGING FACE OF UK CAR RETAILING The findings of a pilot study into contemporary developments in theUK car retailing sector are reported. Two trends were particularlyapparent a mounting concern with the quality of customer service and arise in the number of multifranchise retail groups. Such groups appearto be more advanced than the volume manufacturers in their thinkingabout quality of service. Overall there was evidence of a limited shiftin the nature of the relationship between the vehicle manufacturers andtheir retailers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Retail & Distribution Management Emerald Publishing

BEYOND CUSTOMER SATISFACTION THE CHANGING FACE OF UK CAR RETAILING

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0959-0552
DOI
10.1108/EUM0000000002941
Publisher site
See Article on Publisher Site

Abstract

The findings of a pilot study into contemporary developments in theUK car retailing sector are reported. Two trends were particularlyapparent a mounting concern with the quality of customer service and arise in the number of multifranchise retail groups. Such groups appearto be more advanced than the volume manufacturers in their thinkingabout quality of service. Overall there was evidence of a limited shiftin the nature of the relationship between the vehicle manufacturers andtheir retailers.

Journal

International Journal of Retail & Distribution ManagementEmerald Publishing

Published: Mar 1, 1991

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