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| Tekijä: | Walslh, J. |
| Otsikko: | The pursuit of a benchmark: how Nissan/Infiniti developed its service standard |
| Lehti: | Multinational Business
1992 : WINTER, p. 19-26 |
| Asiasana: | SERVICE STANDARDS DEVELOPMENT |
| Kieli: | eng |
| Tiivistelmä: | When Japan's second-largest car manufacturer, Nissan, decided in 1987 to enter the competitive American luxury car market, its American subsidiary, Nissan Motor Corp of California, was chosen to handle the product launch. To set apart their new, top-of-the-line vehicle, Nissan's American management wanted to focus on more than just engineering, by targeting customer service as a priority of the first order. To accomplish this. Nissan's yet-tobe-announced Infiniti Division set out to break the mould of the stereotypical car salesman and redesign the way people thought about customer service in the auto industry. |
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