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This purpose of this paper is to investigate the diagnostic abilities and dimensional structure of the SERVQUAL scale within a non-western automotive repair services setting.

Data collected from a randomly generated sample of 555 participants that produced a 50.63 percent response rate was factor analyzed and tested for internal scale consistency. A one sample t-test and a median ranking statistics of component extractions were also conducted.

This study reveals that the SERVQUAL scale is a valid and reliable measure of service quality within the automotive repair services setting in a non-western context. Further outcomes from the assessment show that, even though the original five dimensional SERVQUAL structure was successfully replicated, there were definite differences in items assignment. Empathy also emerged as the most important dimension of service quality.

The outcomes of this study cannot be generalized. As such, the SERVQUAL scale should receive more rigorous research in non-western contexts in two directions. First, the scale should be tested across other services fields to further confirm its diagnostic abilities and dimensional structure. Second, more multi-sectoral as well as cross-cultural studies tested across larger data sets is equally required to enhance generalizability of findings across other non-western environments.

This study demonstrated that the SERVQUAL scale is a valid and reliable measure of service quality within the automotive repair services setting in a non-western context with empathy emerging as the most significant dimension of service quality.

Branded car dealerships with best revenue by serviced car also have the best after-sales customers’ satisfaction level. The purpose of this paper is to present the analysis of the after-sales quality management practices adopted by dealerships with the best performance in terms of customer’s satisfaction and revenue and how such practices contribute to these results.

A multiple case study was performed with nine leader branded car dealerships in an emerging country, considering the entrance car. The performance indicators to evaluate customers’ satisfaction, revenue and operational indicators related to product support, brand manifestation and relationship with customers were identified. Quality management practices that support the best results achievement were analyzed.

The three dealerships that represent Asiatic brands have best customers’ satisfaction and revenue performance. These dealerships typically have different processes comparing with dealerships that represent European and American brands concerning to: continuous improvement management; warranties and stock management; services scheduling; offer bonuses to customers; and customers service that emphasizes focus on technical and commercial expertise.

This research considered indicators performance and, based on that, analyzed the dealerships’ practices that support the best performance. Such aspect has room for academic literature since the quality management research related to car industry focuses mainly on manufacturer and generates managerial insights to the car industry and its dealerships.

This survey covers civil, electrical and electronics, energy, environment, general, materials, mechanical, and traffic and transportation engineering. Areas such as biomedical and chemical engineering will be dealt with in future issues. Readers may find that the classifications included in this survey are not mutually exclusive but do occasionally overlap with one another. For instance, the section on environmental engineering includes a review of a book on the environmental impact of nuclear power plants, which might as easily have been part of the section on energy technology. Before we go into a discussion of data bases and indexes, I would like to note in this introductory section some recent bibliographic aids published during the period surveyed. Most engineering libraries will find them very valuable in their reference and acquisition functions. Since normal review sources will cover these books, I am merely listing them below: Malinowski, Harold Robert, Richard A. Gray and Dorothy A. Gray. Science and Engineering Literature. 2d ed., Littleton, Colorado, Libraries Unlimited, 1976. 368p. LC 76–17794 ISBN 0–87287–098–7. $13.30; Mildren, K. W., ed. Use of Engineering Literature. Woburn, Mass., Butterworths, 1976. 621p. ISBN 0–408–70714–3. $37.95. Mount, Ellis. Guide to Basic Information Sources in Engineering. New York, Wiley, Halsted Press, 1976. 196p. LC 75–43261 ISBN 0–47070–15013–0. $11.95 and Guide to European Sources of Technical Information. 4th ed., edited by Ann Pernet. Guernsey, Eng., F. Hodgson, 1976. 415p. ISBN 0–85280–161–0. $52.00.

New car dealerships play an integral role in the initial and on‐going relationship between the purchaser and vehicle manufacturer. Evidence, mostly anecdotal, suggests that the buying and servicing experience of the paying public in regards to new car dealerships is far from ideal. With continuous improvement systems such as total quality management (TQM) firmly embedded into the manufacturing and supply side of the car industry, questions still exist surrounding the level of quality being adopted by automotive dealerships. The purpose of this paper is to empirically investigate if a quality culture is being developed within the dealership network in South Australia by testing a number of key principles of TQM such as: the support and commitment from top management, customer focus and satisfaction, process management, and employee involvement.

A questionnaire survey was designed and all 105 new car dealerships in the greater Adelaide region were targeted. The service manager from each dealership was advised of the pending posted questionnaire and an excellent response rate of 66 percent was achieved.

Results indicated a reasonably high level of commitment to quality within dealerships, including the important success factors of TQM. Questions still remain about quality endorsement, the type of quality systems being used and the depth of penetration of quality at the ground level.

The limiting features of this study surround the descriptive nature of the data analysis and the fact that the study was only conducted in one major city in Australia.

The findings of this paper can give some implications for senior managers to consider when developing firm's policies.

Empirical studies on quality in automotive dealerships are very scarce in the literature. Therefore, this paper provides an insight into the quality culture of new car dealerships and examines if key TQM principles such as top management support, customer focus, process management, and employee involvement are in fact practised.

The purpose of this paper is to understand the relationship between service quality, customer satisfaction and the loyalty of car owners. The aim is to understand the relative importance of the various service quality dimensions to Ghanaian car owners as to what drive satisfaction and whether this satisfaction has implication on their loyalty.

The study used a survey of car owners and relied on partial least squares-structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and loyalty. Further moderation analysis based on the number of years of dealing with the mechanic was conducted.

The result indicates empathy, assurance, responsiveness and tangibles have a significant positive relationship with customer satisfactions. However, the reliability of the mechanic has no significant positive relationship with the satisfaction of customers. The results also indicate that customer satisfaction has a direct positive relationship with customer loyalty. The results further indicate that empathy and reliability of the mechanic have a significant positive relationship with customer loyalty; however, the assurance, responsiveness and tangibles have no significant relationship with customer loyalty. The moderation analysis indicated no significant differences in the hypothesis tested and the length of years of customers dealing with the mechanic.

There is the need for mechanics to provide caring and individual attention to car owners, it is also important for mechanics to understand that customers want their cars to be serviced by mechanics who exhibit knowledge and courtesy and also deliver service in a very responsive manner. The appearance of the workshop, equipment and directions are also very important to customers. It is, therefore, important for mechanics do their best to satisfy these customers for them to remain loyal.

The findings indicate the importance of empathy, assurance, responsive and tangibles in mechanic service delivery. It is, therefore, important for mechanics to consistently provide personal attention, attend to customers in a friendly manner, deliver cars after services, provide information to customers when extra repairs are required and should take the time to explain issues to customers. In addition, it is important for mechanics to screen and employ very courteous employees who can tell customers exactly the kind of services needed as well as communicate effectively on the risks of repairs. Prompt services also seem to be the key to the satisfaction of customers.

The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country’s environment. This is one of the few research works investigating the issue of service quality, customer satisfaction and customer loyalty in automobile services using data from the sub-Saharan African environment.

Reports on a study attempting to understand whether, and how, service providers try to communicate quality of their services via advertising. Finds that few quality cues are present in magazine advertising for services. Offers examples and suggestions for the effective conveying of quality through advertising messages.

Although research associated with branding′s influence on consumer behavior has increased in recent years, the vast majority of this work has focussed on tangible goods rather than intangible services. Focusses on branding and brand name strategies for intangible services. Develops a classification system for service brand names and describes a study which explores the degree to which these diverse strategies are used by different types of services.

The purpose of this article is to propose a common framework for the empirical analysis of supply chain performance measurement systems used in different supply chain contexts.

This is a conceptual paper, which includes an extensive literature review and an illustrative case study. The content, context, process framework is applied to structure the body of knowledge and the case study.

Supply chain performance measurement is a context‐dependent process, tailored to specific supply chain requirements. To understand how a performance measurement system in a supply chain has developed and is used there is a need to capture its context, process and content.

The framework is illustrated by a single case study. Further empirical research is required to fully appreciate the breadth of application of this framework.

The proposed framework can help to develop performance measurement systems that are suitable for certain organisational and supply chain contexts in which a company operates, as well as to compare different systems used across different supply chains.

The paper demonstrates an approach for analysing existing supply chain performance measurement systems that can be applied across different supply chains and sectors. This will create an opportunity to use a consistent data collection process across a variety of supply chain situations and thus generate data for further theory development.

Hamilton Standard dates back to 1919 when the Standard Steel Propeller Company was formed in Pittsburgh, Pa. Standard Steel is best known for the propeller it designed and built for Charles Lindbergh's Spirit of St. Louis.

Intelligence or general mental ability (GMA) is a strong predictor of job performance across most occupations, and educational attainment has been shown to be a predictor of entrepreneurial outcomes. However, there has been little research examining the simultaneous effects of entrepreneurs’ GMA and educational attainment on their venture outcomes. The purpose of this paper is to examine the impact of these human capital resources on venture performance and survival.

Using a sample of 234 self-employed entrepreneurs from a longitudinal database, regression analysis was employed to examine the predictors of venture performance. A hazard model was utilized to assess venture survival.

Entrepreneurs’ intelligence influenced venture performance directly and indirectly via educational attainment. Entrepreneurs with higher GMA were subsequently able to obtain more education, and GMA had an indirect, positive influence on venture performance through this additional educational attainment. Findings also demonstrated an inverted-U, curvilinear effect on venture survival for GMA and educational attainment. This indicates that both intelligence and educational attainment should be considered when examining how likely entrepreneurs are to persist or survive in their ventures.

Entrepreneurs with higher GMA had ventures that performed better and obtained more education, which influenced venture survival. These findings suggest that entrepreneurs’ intelligence is likely to be an important predictor of venture outcomes, as well as a source of entrepreneurs’ human capital acquisition. Therefore, GMA should have a more central role in the human capital discussion within the entrepreneurship literature.