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.
International Journal of Retail & Distribution Management – Emerald Publishing
Published: Mar 1, 1991