Translating satisfaction determination from health care to the automotive industry

Stefan Meinzer (), Johann Prenninger (), Patrick Vesel (), Johannes Kornhuber (), Judith Volmer (), Joachim Hornegger () and Björn M. Eskofier ()
Additional contact information
Stefan Meinzer: Friedrich-Alexander-University Erlangen-Nürnberg
Johann Prenninger: BMW Group Munich
Patrick Vesel: BTC d.d.
Johannes Kornhuber: Friedrich-Alexander-University Erlangen-Nürnberg
Judith Volmer: Otto-Friedrich-University Bamberg
Joachim Hornegger: Friedrich-Alexander-University Erlangen-Nürnberg
Björn M. Eskofier: Friedrich-Alexander-University Erlangen-Nürnberg

Service Business, 2016, vol. 10, issue 4, No 1, 685 pages

Abstract: 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.

Keywords: Customer satisfaction; Patient satisfaction; Automotive industry; Health care; BMW (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://link.springer.com/10.1007/s11628-015-0284-z Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:10:y:2016:i:4:d:10.1007_s11628-015-0284-z

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-015-0284-z

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().