The Relationship Between Initial Quality Perceptions and Maintenance Behavior: The Case of the Automotive Industry

Edward Conlon (), Sarv Devaraj () and Khalil F. Matta ()
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Edward Conlon: Department of Management, Mendoza College of Business, University of Notre Dame, Notre Dame, Indiana 46556
Sarv Devaraj: Department of Management, Mendoza College of Business, University of Notre Dame, Notre Dame, Indiana 46556
Khalil F. Matta: Department of Management, Mendoza College of Business, University of Notre Dame, Notre Dame, Indiana 46556

Management Science, 2001, vol. 47, issue 9, 1191-1202

Abstract: We examine the relationship between quality, represented by consumer ratings, and quality-related activities by the customer, represented by maintenance activities in the automotive industry. Based on several converging theoretical perspectives, we present and test a model relating vehicle initial quality ratings to consumers' routine maintenance. Three types of data were collected for the study: (1) vehicle service records at a local dealership, (2) primary data from a survey of vehicle owners, and (3) Consumer Reports data on quality ratings and initial purchase prices. The results of a structural equation analysis of the proposed model indicate a significant link between quality and customers' quality behavior. This link has important strategic implications for both automotive manufacturers and distributors, particularly as "leasing" becomes more prevalent in the industry.

Keywords: Service Quality; Product Quality; Maintenance; Self-Fulfilling Prophecy; Automotive Industry (search for similar items in EconPapers)
Date: 2001
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:inm:ormnsc:v:47:y:2001:i:9:p:1191-1202

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