haku: @author Devaraj, S. / yhteensä: 4
viite: 3 / 4
| Tekijä: | Conlon, E. Devaraj, S. Matta, K. F. |
| Otsikko: | The Relationship Between Initial Quality Perceptions and Maintenance Behavior: The Case of the Automotive Industry |
| Lehti: | Management Science
2001 : SEP, VOL. 47:9, p. 1191-1202 |
| Asiasana: | SERVICE QUALITY PRODUCT QUALITY MAINTENANCE |
| Kieli: | eng |
| Tiivistelmä: | The authors 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, the authors 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. |
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