Achieving Brand Loyalty in China through After-Sales Services : With a Particular Focus on the Influences of Cultural Determinants
1st ed. 2016
Book Details
Format
Paperback / Softback
Book Series
Business Analytics
ISBN-10
3658143665
ISBN-13
9783658143664
Edition
1st ed. 2016
Publisher
Springer Fachmedien Wiesbaden
Imprint
Springer Gabler
Country of Manufacture
DE
Country of Publication
GB
Publication Date
Jun 16th, 2016
Print length
317 Pages
Product Classification:
Customer services
Ksh 8,100.00
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This paper provides a guideline for how the entire process chain of automotive after-sales services could be researched in China. A total of 301 Chinese workshop customers were surveyed to assess the critical success factors of after-sales services via partial least squares structural equation modelling.
This paper provides a guideline for how the entire process chain of automotive after-sales services could be researched in China. In addition, Schwartz''s individual level value theory is introduced as a beneficial operationalisation approach to cultural marketing. So, values are modelled as exogenous variables in order to show which ones are really causal. A total of 301 Chinese workshop customers were surveyed to assess the critical success factors of after-sales services via partial least squares structural equation modelling. After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally.
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