Journal article


Translating satisfaction determination from health care to the automotive industry


Publication Details
Author(s): Meinzer S, Prenninger J, Vesel P, Kornhuber J, Volmer J, Hornegger J, Eskofier B
Publisher: Springer Verlag (Germany)
Publication year: 2015
Volume: 06
Journal issue: 0
Pages range: 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.



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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