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BEYOND CUSTOMER SATISFACTION: THE CHANGING FACE OF UK CAR RETAILING

International Journal of Retail & Distribution Management

ISSN: 0959-0552

Article publication date: 1 March 1991

Abstract

The findings of a pilot study into contemporary developments in the UK car retailing sector are reported. Two trends were particularly apparent: a mounting concern with the quality of customer service and a rise in the number of multi‐franchise retail groups. Such groups appear to be more advanced than the volume manufacturers in their thinking about quality of service. Overall there was evidence of a limited shift in the nature of the relationship between the vehicle manufacturers and their retailers.

Keywords

Citation

Oliver, N. and Delbridge, R. (1991), "BEYOND CUSTOMER SATISFACTION: THE CHANGING FACE OF UK CAR RETAILING", International Journal of Retail & Distribution Management, Vol. 19 No. 3. https://doi.org/10.1108/EUM0000000002941

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited