Download or read book Customer Satisfaction in the Luxury Car Market written by Adamantios Diamantopoulos and published by . This book was released on 1987 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book A Case Analysis Exploring Customer Attitudes on BMW written by Marion Maguire, geb. Weiler and published by diplom.de. This book was released on 2006-02-09 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Giving the powerful means of branding and brand-based differentiation for creating and sustaining a competitive advantage especially in highly competitive markets such as the automobile market, this study explores brand attitudes of existing and potential customers towards the brand BMW. Moreover, this study analyzes the level and source of customer satisfaction as well as the level and source of customer loyalty of existing and potential customers. While this study considers five different factors for the degree of customer satisfaction, there is only one factor considered for the degree of brand loyalty. The factors considered for customer satisfaction are perceived customer service, perceived quality, perceived innovation, perceived technology and perceived price, while the factor considered for brand loyalty is customer satisfaction itself. The analysis of brand loyalty distinguishes between repurchase loyalty and attitudinal loyalty, former being analyzed for existing customers and latter being analyzed for potential customers. The results indicate that (1) BMW has a high level of awareness, both in recognition and recall, (2) the image of BMW is favorable, strong and relevant, and (3) BMW is mainly associated with performance and style by existing customers and status by potential customers. Despite these overall positive results, weaknesses were identified, that contain opportunities for BMW. The regression analysis indicated that there is a strong positive correlation between customer satisfaction and perceived customer service and perceived innovation for existing customers and a strong positive correlation between customer satisfaction and perceived customer service, perceived innovation and perceived price for potential customers. Furthermore, the regression analyses indicated that there is a strong positive correlation between customer satisfaction and brand loyalty, both in form of repurchase as well as attitudinal loyalty. Branding has been around for centuries as a means to distinguish the goods of one producer from those of another. More and more companies have come to the realization that one of their most valuable assets is the brand name associated with their products. Highly competitive markets like the automotive market make powerful brands essential to accomplishing growth. By using the underlying concept of brand equity, this paper investigates in which areas brand equity has been created for the [...]

Download or read book Customer Retention in the Automotive Industry written by Michael D. Johnson and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.

Download or read book Consumer Preferences And Satisfaction Levels Towards Luxury Cars written by Dr.M.s.Narasimhamdr. G. Rama krishna and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Pearlescent Promises Trust Commitment and Luxury Revelations written by Dr.Rakesh Naru and published by Notion Press. This book was released on 2024-04-26 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: The research explores how the after-sales service process and quality impact customer retention in the luxury car industry, emphasizing the roles of trust and commitment. It investigates the relationship between customer care processes, customer relationship management (CRM), and customer retention, particularly in authorized car workshop.

Download or read book Making Customer Satisfaction Happen written by R.M. McNealy and published by Springer Science & Business Media. This book was released on 1994-09-30 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.

Download or read book Customer Oriented Quality Management in the Automotive Industry written by Marit Breitfeld and published by diplom.de. This book was released on 2005-02-28 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: In times of severe competition, it is of crucial importance to create a competitive advantage to differentiate from the competitors and to sustain the business of the company. This thesis intends to show that a customer-focused quality management is one way to create a sustainable competitive advantage. Quality controls along the whole value chain -before, during and after production- leads to failure free products, which save costs on the one hand and have thus a positive influence on the company s revenue. On the other hand failure free products that meet the customers expectations lead to satisfied customers who build up a brand loyalty and conduct retention sales, which have a positive influence on the company s sales, market share as well as the overall image. Furthermore, this thesis points out that it is important to listen to the voice of the customers and get an insight in the customer s needs and wants. To fulfil or even exceed their expectations leads to customer satisfaction, which is a key to success in today s business world. In addition, the customer demands in regard of quality are growing continuously and new technologies are appearing on the markets on a regular basis. Therefore the producers are forced to keep to the latest technology developments and to get hold on the changing customer needs. But even without this external pressure, quality improvement is justified from a cost point of view. The applicability of a customer-oriented quality management is shown in the practical part of this thesis, when the quality of the Saab models is analyzed from the customer s perspective. Due to the arguments, outlined in this thesis, it can be summarized that a quality management with a focus on the needs of the customers in should become a core strategy of any company producing and selling products in order to create customer satisfaction and sustain the business. This thesis deals with the field of quality management in the context of customer satisfaction. To show the practical applicability of quality management, this thesis is looking at how quality management is conducted in the automotive industry, as we compare the Initial Quality Study (IQS) from the market research institute J. D. Power with a survey that was internally conducted at the Saab Automobile AB. Today s business environment creates a growing need for quality management. Tougher competition leads to the demand for cost savings and higher [...]

Download or read book Managing Customer Value written by Bradley Gale and published by Simon and Schuster. This book was released on 2009-11-24 with total page 453 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.

Download or read book Satisfaction written by Chris Denove and published by Penguin. This book was released on 2007-06-26 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: For nearly four decades, J. D. Power and Associates has been measuring consumer satisfaction and helping businesses improve profits by paying attention to what customers really want. Their annual awards are widely publicized and valued worldwide for what they say about a company’s commitment to its customers. Now, at last, the company has created the definitive book on how to boost profits by increasing customer satisfaction. Although most businesses pay lip service to putting customers first, few actually listen to the voice of the customer and use it as a tangible asset. In this book, J. D. Power and Associates provides an insider’s perspective on some of the most successful companies on the planet. Corporate giants such as Toyota and Staples and local legends like Mike Diamond Plumbing all use customer satisfaction as their key to market dominance. Satisfaction opens the vault on years of J. D. Power data, quantifying the elusive links between satisfaction and customer loyalty, market share, and profits. The book provides extensive coverage of the varying touchpoints of consumer satisfaction—covering every type of business from service providers to product manufacturers—and shows companies in detail how to make a commitment to consumers at the highest levels and translate this commitment into strategies and practices. For any business that wants to reap the rewards that come when they truly put the customer first, this is the ultimate guide.

Download or read book An Empirical Investigation into Chinese Generation Y Car Purchasing Behavior A Focus on marketing Communication German Luxury Car Brands written by Fanny-Gabriela Kozicki and published by GRIN Verlag. This book was released on 2012-03-06 with total page 101 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2012 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, Tongji University (College of Arts & Communications), course: Master in Communication, language: English, abstract: In recent years, China’s Automotive Market has grown tremendously and reached the goal to be the worlds biggest. With the increase of automotive competitors, not only from local but also foreign organizations, a car brand needs to understand its audience well in order to apply its marketing communication strategies. In other words, apply the correct messages and related media to communicate with the targeted Chinese consumers successfully. China has currently 1.3billion individual consumers on the market, out of which over 350 are USD Billionaires and 500 million are below age 30. These two distinctive statistics of the consumer market are specifically pointed out, as they are the key to acknowledging that the consumers in China are changing. Recent studies have shown that the purchasing criteria, decision making process and used communication channels are quite different of the younger consumers than those of the ‘lost generation’ who acquired sudden wealth after the Cultural Revolution. Though, the newly rich, now in their 50’s, are still the main target group of luxury brands in China, a good marketer always has to be able to predict future developments. With the modernization of the Chinese society, the costumers who will inherit the fortunes of the “lost generation” and rise in line with the rise of the countries economy is namely Generation Y. Who are these successors of the post-revolution newly rich consumers and how do we communicate a product to them successfully? On the basis of my unquestionable fascination by China’s Automotive Market and German Luxury car brands, I will pursue to answer the above question in order to give an overview for a marketer as to how successfully communicate a car to Chinese Generation Y consumer. Due to research in this field still being at an embryonic stage I will personally carry out an empirical investigation and outline who this consumer is, how they process information, their usage of mass and personal communication and acknowledge their attitude towards German luxury car brands. Finally, on the basis of the research findings I will define Chinese Generation Y car purchasing behavior and create a marketing communication strategy for a German Luxury car brand in China wishing to engage with the consumer in question.

Download or read book The Luxury Strategy written by Jean-Noel Kapferer and published by Kogan Page Publishers. This book was released on 2008-12-03 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Luxury is in fashion and is now to be found within almost every retail, manufacturing and service sector. New terms qualifying luxury regularly appear such as 'premium', 'ultra-premium' and 'hyperluxe'. Today, luxury is everywhere - but if everything is 'luxury' then surely the term itself has no meaning? What really is a luxury product, a luxury brand or a luxury company? The Luxury Strategy is a definitive new work that sets the record straight. Luxury is as old as humanity and it is only by a thorough understanding of the genuine concept, that it is possible to define a rigorous set of rules for the effective management of luxury brands and products. The Luxury Strategy rationalizes the management of this new business concept based on the highly original methods that were used to transform small family businesses such as Ferrari, Louis Vuitton, Cartier, Chanel, Bulgari, Gucci and Prada, into global brands. The Luxury Strategy explains the difference between 'premium' and 'luxury', and sets out the rules to be applied to the luxury marketing mix (the opposite of those for classic marketing). It describes how to implement a luxury strategy within a company and delivers clear principles for becoming - and remaining - 'luxury'.

Download or read book Corporate Purpose written by Shankar Basu and published by Taylor & Francis. This book was released on 2017-07-06 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Originally published in 1999 after a decade of research and extensive interviews with some of Toyota's top executives, this book examines organizational purpose: what it is, how it is crafted, how does it relate to strategy and objectives and how does it relate to decisions and actions that ultimately produce organizational results. The author explains why Toyoto Motor Corporation was selected to study corporate purpose and examines the various factors that influence purpose. An overview is given of Toyota in the 1990s and its operating environment, particularly outlining the importance of the Japanes motor industry to Japanese society. Operational objectives of Toyota are analyzed and research findings, data and analysis related to Toyota's purpose are presented and the implications described. In the appendix, the detail of the research methodology of this study is included.

Download or read book Marketing Planning Guide written by Bruce Wrenn and published by Routledge. This book was released on 2014-07-16 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE CLASSIC guide to develop a marketing plan—completely updated! The newly revised Marketing Planning Guide, Third Edition is the step-by-step guide that gives you the tools to prepare an effective marketing plan for a company, product, or service. With over 50 pages of updated material, this classic textbook has the solid foundation of knowledge and philosophy of the previous editions while adding essential new information on Internet marketing, business ethics, and an illustrative sample business plan. Worksheets at the end of each chapter guide you in creating your own plan—once all the worksheets are completed you will have roughed out your own complete marketing plan. The accompanying instructor's package includes a helpful manual, a detailed sample course syllabus, and a test bank featuring a multiple-choice and true-false questions for each chapter with answers. This edition of the Marketing Planning Guide contains clear tables and diagrams, is fully referenced, and has updated examples for easy understanding of concepts. It shows how to: analyze the market, consumers, the competition, and opportunities develop strategy and marketing objectives make product, place, promotional, and price decisions realize the financial impact of marketing strategies implement, audit, and control your marketing plan And now the Marketing Planning Guide, Third Edition is updated to include: extensive information on Internet marketing new examples illustrating the process a complete sample marketing plan end of chapter worksheets providing step-by-step instructions Internet data sources This is the definitive book for marketing professionals who want to use a “hands on” approach for learning the planning process. It will guide anyone through the steps of preparing an effective marketing plan.

Download or read book Cloud as a Service written by Enrique Castro-Leon and published by Apress. This book was released on 2016-12-22 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: See how the principles of Service Science govern the dynamics driving the adoption of cloud computing in the industry. Cloud as Service shows you how the evolution of enterprise computing platforms to application-specific cloud platforms (ASCPs) have aligned to business needs. You'll also learn processes for developing and building ASCPs. You'll gain insight into how executives, managers, and technologists are utilizing cloud services, cloud service providers, equipment manufacturers, and software and application vendors participating in cloud supply chains. For business, the appeal of cloud computing must go beyond the notion of convenient, on-demand access of networked pooled access to computing resources. Industry leaders have learned to apply cloud computing to become more nimble, cost effective, and customer engaging as they strive for competitive advantage, regardless of size. These companies define and build cloud platforms customized for their needs rather than using someone else’s. This book shows you how to use a holistic, end-to-end view of platform planning, platform development, supply chains and operations to collapse platform development times to a fraction of the original time. You’ll see that strategies for selling to the cloud market are essentially incomplete; and that in order to be successful, businesses must become cloud service businesses themselves, incorporating cloud technologies in their engineering, IT, sales and marketing, and delivery processes. What You'll Learn: Historical perspective to provide insight into the dynamics driving cloud evolution today State of the art in IT requirements and cloud solutions The value of User Experience (UX) driven design principles The crucial roles of Service Brokers and Service Assurance Managers The landscape of emerging cloud services and what they mean to your enterprise Service Portals and Enterprise Service Buses Who This Book Is For: CIOs, CTOs, data center architects, solution architects and application engineers Educational institutions building a systems integration curriculum Developers who want to understand how their work fits in the cloud ecosystem

Download or read book Boomer Marketing written by Ian Chaston and published by Routledge. This book was released on 2009-06-08 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Financially attractive markets -- Opportunity research -- Market assessment -- Internal capability -- Customer identification -- Strategy -- Innovation -- Promotion -- Pricing and distribution -- Health and beauty -- B2B marketing -- 21st Century 'Es'.

Download or read book An Empirical Investigation Into Chinese Generation Y Car Purchasing Behavior written by Fanny-Gabriela Kozicki and published by GRIN Verlag. This book was released on 2012-03-13 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2012 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, Tongji University (College of Arts & Communications), course: Master in Communication, language: English, abstract: In recent years, China's Automotive Market has grown tremendously and reached the goal to be the worlds biggest. With the increase of automotive competitors, not only from local but also foreign organizations, a car brand needs to understand its audience well in order to apply its marketing communication strategies. In other words, apply the correct messages and related media to communicate with the targeted Chinese consumers successfully. China has currently 1.3billion individual consumers on the market, out of which over 350 are USD Billionaires and 500 million are below age 30. These two distinctive statistics of the consumer market are specifically pointed out, as they are the key to acknowledging that the consumers in China are changing. Recent studies have shown that the purchasing criteria, decision making process and used communication channels are quite different of the younger consumers than those of the 'lost generation' who acquired sudden wealth after the Cultural Revolution. Though, the newly rich, now in their 50's, are still the main target group of luxury brands in China, a good marketer always has to be able to predict future developments. With the modernization of the Chinese society, the costumers who will inherit the fortunes of the "lost generation" and rise in line with the rise of the countries economy is namely Generation Y. Who are these successors of the post-revolution newly rich consumers and how do we communicate a product to them successfully? On the basis of my unquestionable fascination by China's Automotive Market and German Luxury car brands, I will pursue to answer the above question in order to give an overview for a marketer as to how successfully communicate a car to Chinese Generation

Download or read book Into the Networked Age written by James W. Cortada and published by Oxford University Press. This book was released on 1999-10-07 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this dynamic book, based on the most effective strategies of IBM and other market leaders, managers will learn to successfully transform their organizations into a business prepared to compete in a networked age. Mainframes, client servers, PCs, networks, e-business, the Internet, databases, technical management--indeed, in the brave new business world facing today's firms only one thing is certain: change. And when looking for a model for corporate change, one should look no further than IBM. In this decade, IBM has gone from a company with less than $60 billion in unprofitable revenue to a highly profitable $85 billion-plus enterprise. In a company whose major source of revenue was once hardware, services now account for more than a third of its revenue. IBM Global Services, only seven years old and $25 billion strong, draws most of its revenue from helping businesses to do successfully what IBM has done: transform themselves. In five down-to-earth sections, the authors share their vast experience, apply case studies, chart trends and describe in-depth the practices that allowed IBM to transform itself, and to show the way for other firms. The result is an essential handbook for anyone charged with leading their firm in an economy that is global, increasingly reliant on information systems, and teeming with rapidly emerging markets--and competitors. Written by a staff of experts and renowned business thinkers, Into the Networked Age is today's ultimate guide for success in tomorrow's business world.