Translating satisfaction determination from health care to the automotive industry

Faculty/Professorship: Work and Organisational Psychology  
Author(s): Meinzer, Stefan; Prenninger, Johann; Vesel, Patrick; Kornhuber, Johannes; Volmer, Judith  ; Hornegger, Joachim; Eskofier, Björn M.
Title of the Journal: Service Business
ISSN: 1862-8516
Publisher Information: Berlin Heidelberg : Springer
Year of publication: 2016
Volume: 10
Issue: 4
Pages: 651-685
Language(s): English
DOI: 10.1007/s11628-015-0284-z
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.
Peer Reviewed: Ja
International Distribution: Ja
Type: Article
Year of publication: 20. December 2016