Translating satisfaction determination from health care to the automotive industry

Meinzer S, Prenninger J, Vesel P, Kornhuber J, Volmer J, Hornegger J, Eskofier B (2015)

Publication Type: Journal article

Publication year: 2015

Journal

Service Business Springer Verlag (Germany)

Publisher: Springer Verlag (Germany)

Book Volume: 06

Pages Range: 1-35

Journal Issue: 0

DOI: 10.1007/s11628-015-0284-z

Abstract

This study is based on the case of BMW, and aims to improve the determination of perceived consumer satisfaction in the automotive industry by transferring existing knowledge from the health care sector. A literature analysis of the health care sector and the automotive industry was conducted to identify the common concepts of determining satisfaction. These were the service encounter, situational factors, and sociodemographics. The practical application was tested by analyzing a contemporary survey from BMW. Based on the findings, managers responsible for customer satisfaction in after-sales services in the automotive industry could improve measurement of customer satisfaction.

Authors with CRIS profile

Johannes Kornhuber Lehrstuhl für Psychiatrie und Psychotherapie Joachim Hornegger Lehrstuhl für Informatik 14 (Bild- und Sprachverarbeitung) Björn Eskofier

Involved external institutions

Otto-Friedrich-Universität Bamberg DE Germany (DE) Blood Transfusion Centre of Slovenia (BTC d.d.) SI Slovenia (SI) BMW AG - Bayerische Motoren Werke / BMW Group DE Germany (DE)

How to cite

APA:

Meinzer, S., Prenninger, J., Vesel, P., Kornhuber, J., Volmer, J., Hornegger, J., & Eskofier, B. (2015). Translating satisfaction determination from health care to the automotive industry. Service Business, 06(0), 1-35. https://dx.doi.org/10.1007/s11628-015-0284-z

MLA:

Meinzer, Stefan, et al. "Translating satisfaction determination from health care to the automotive industry." Service Business 06.0 (2015): 1-35.

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