Title: The impact of tqm practices on key performance indicators: empirical evidence from automotive dealerships
Authors: Sabbagh, Omar
Rahman, Mohd Nizam Ab
Ismail, Wan Rosmanira
Hussain, Wan Mohd Hirwani Wan
Citation: E+M. Ekonomie a Management = Economics and Management. 2019, roč. 22, č. 1, s. 82-98.
Issue Date: 2019
Publisher: Technická univerzita v Liberci
Document type: článek
URI: http://hdl.handle.net/11025/33692
ISSN: 2336-5604 (Online)
1212-3609 (Print)
Keywords: automobilová zastoupení;klíčové indikátory výkonu;poprodejní servis;částečná metoda nejmenších čtverců
Keywords in different language: automotive dealerships;key performance indicators;after-sales service;partial least squares technique
Abstract in different language: The After-Sales (AS) service is becoming a strategic business driver to maintain longterm customer retention, customer satisfaction and capital revenue in such a manner that it guarantees the continuous improvement of products and services offered to customers; AS market is up to five times larger than the new product market (Bundschuh & Dezvane, 2003), whilst it is widely agreed that the turnover of the original purchase can be tripled during the product lifespan by investing in AS services. Consequently, performance of the after-sales department should be well measured and monitored to achieve a balance between the business and the operational goals on the one hand, and their assessed values on the other (Cavalieri et al., 2007).
Rights: CC BY-NC 4.0
Appears in Collections:Číslo 1 (2019)
Číslo 1 (2019)

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