Best practice in the car after‐sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany ‐ Part 1

Abstract

Reports on a study on the concept of car after‐sales service as applied in Germany. The study was undertaken by benchmarking four key players: Fiat AG, Nissan Deutchland, Toyota GmbH, and Ford Werk AG. Describes the factors responsible for the growing importance of the after‐sales sector in automobile marketing.

Citation

Omotuyi Ehinlanwo, O. and Zairi, M. (1996), "Best practice in the car after‐sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany ‐ Part 1", Business Process Re-engineering & Management Journal, Vol. 2 No. 2, pp. 39-56. https://doi.org/10.1108/14637159610123597