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| Author: | Bauer, H. H. Huber, F. Betz, J. |
| Title: | Erfolgsgrössen im Automobilhandel. Ergebnisse einer kausalanalytischen Studie. |
| Journal: | Zeitschrift für Betriebswirtschaft
1998 : VOL. 68:9, p. 979-1008 |
| Index terms: | CAR RETAIL INDUSTRY COMPETITION CUSTOMER RELATIONS GERMANY EMPIRICAL RESEARCH |
| Language: | ger |
| Abstract: | The aim of the paper is to analyse the central determinants of the success of car retailers. As relevant criteria for the success of a retailer in the automotive industry we identified the construct 'intensity of the competition', 'customer loyalty' and 'customer satisfaction'. We focus especially on answering questions about the influence of diverse customer satisfaction constructs on customer loyalty, the dependence between customer satisfaction, customer loyalty and the compay success and which elements of the actual competition in the market itself determine the success of car retailers. To measure the relationships and influences we conducted an empirical study and analysed the data with LISREL 8. |
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