Title:	The impact of tqm practices on key performance indicators: empirical evidence from automotive dealerships
Authors:	Sabbagh, Omar Rahman, Mohd Nizam Ab Ismail, Wan Rosmanira Hussain, Wan Mohd Hirwani Wan
Citation:	E+M. Ekonomie a Management = Economics and Management. 2019, roč. 22, č. 1, s. 82-98.
Issue Date:	2019
Publisher:	Technická univerzita v Liberci
Document type:	článek article
URI:	http://hdl.handle.net/11025/33692
ISSN:	2336-5604 (Online) 1212-3609 (Print)
Keywords:	automobilová zastoupení;klíčové indikátory výkonu;poprodejní servis;částečná metoda nejmenších čtverců
Keywords in different language:	automotive dealerships;key performance indicators;after-sales service;partial least squares technique
Abstract in different language:	The After-Sales (AS) service is becoming a strategic business driver to maintain longterm customer retention, customer satisfaction and capital revenue in such a manner that it guarantees the continuous improvement of products and services offered to customers; AS market is up to five times larger than the new product market (Bundschuh & Dezvane, 2003), whilst it is widely agreed that the turnover of the original purchase can be tripled during the product lifespan by investing in AS services. Consequently, performance of the after-sales department should be well measured and monitored to achieve a balance between the business and the operational goals on the one hand, and their assessed values on the other (Cavalieri et al., 2007).
Rights:	CC BY-NC 4.0
Appears in Collections:	Číslo 1 (2019) Číslo 1 (2019)

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