Practices of excellent companies in the automotive finance industry

Joseph Spina (Joseph Spina is in the Department of Management, California State University, Fullerton, California, USA)
Brian H. Kleiner (Brian H. Kleiner is in the Department of Management, California State University, Fullerton, California, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 August 1997

Abstract

The success of any company depends largely on how well its employees execute the company’s plan of action in an effort to achieve desired objectives. In an effort to secure and retain the most qualified workforce, a company attempts to compile a benefits package that ensures the member of the company is compensated fairly and is provided adequate time off for sickness, vacations, and so forth. Often a company that has the resources to enable it to be generous is faced with problems resulting from abuses that affect morale and distract and often divide teams whose members rely on one another for effective execution of daily tasks. Contends that it is the truly excellent company that can overcome problems such as these and in many cases turn them into positive experiences. However, to do so can prove a great cost to the company, as many of the above problems are not quickly repaired. Illustrates these considerations about company excellence by examples from the automotive finance industry.

Keywords

Citation

Spina, J. and Kleiner, B. (1997), "Practices of excellent companies in the automotive finance industry", Managing Service Quality: An International Journal, Vol. 7 No. 4, pp. 179-184. https://doi.org/10.1108/09604529710172999

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Publisher

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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