Translating satisfaction determination from health care to the automotive industry

Beitrag in einer Fachzeitschrift


Details zur Publikation

Autorinnen und Autoren: Meinzer S, Prenninger J, Vesel P, Kornhuber J, Volmer J, Hornegger J, Eskofier B
Zeitschrift: Service Business
Verlag: Springer Verlag (Germany)
Jahr der Veröffentlichung: 2015
Band: 06
Heftnummer: 0
Seitenbereich: 1-35
ISSN: 1862-8516


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.



FAU-Autorinnen und Autoren / FAU-Herausgeberinnen und Herausgeber

Eskofier, Björn Prof. Dr.
Stiftungs-Juniorprofessur für Sportinformatik (Digital Sports)
Hornegger, Joachim Prof. Dr.-Ing.
Lehrstuhl für Informatik 5 (Mustererkennung)
Kornhuber, Johannes Prof. Dr. med.
Lehrstuhl für Psychiatrie und Psychotherapie


Einrichtungen weiterer Autorinnen und Autoren

BMW AG - Bayerische Motoren Werke
BTC d.d.
Otto-Friedrich-Universität Bamberg


Zitierweisen

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.

BibTeX: 

Zuletzt aktualisiert 2019-22-09 um 07:10