MARC details
| 000 -LEADER |
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| fixed length control field |
nam a22 7a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
IE-CoIT |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20180327172757.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180326s2017 ie ||||| |||| 00| 0|eng|| |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
IE-CoIT |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
THESES PRESS |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| 9 (RLIN) |
123997 |
| Personal name |
Atkinson, Clive |
| Relator term |
author |
| 245 13 - TITLE STATEMENT |
|---|
| Title |
An investigation of service quality within Irish franchised motor dealerships / |
| Statement of responsibility, etc. |
Clive Atkinson. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE |
|---|
| Place of production, publication, distribution, manufacture |
Cork : |
| Name of producer, publisher, distributor, manufacturer |
Cork Institute of Technology, |
| Date of production, publication, distribution, manufacture, or copyright notice |
2017. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
x, 373 pages : |
| Other physical details |
illustrations (some color) ; |
| Dimensions |
30 cm |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Media type code |
n |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
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| Carrier type term |
volume |
| Carrier type code |
nc |
| Materials specified |
rdacarrier |
| 490 #0 - SERIES STATEMENT |
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| Series statement |
Ph. D. - Process, Energy and Transport Engineering |
| 500 ## - GENERAL NOTE |
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| General note |
This study investigates service quality within franchised motor dealerships from the perspective of thirty-eight persons working in the roles of Dealer Principal, After-Sales Manager or Service Manager in dealerships operating under the Volkswagen group of brands in Ireland (VW, Audi, SEAT and Skoda). With approximately 2.3 million cars on Irish roads, more than two thirds of the Irish adult population encounter car service experiences on a regular basis. Regardless of brand or dealership type, the quality of vehicle service experience is paramount for customer retention. Despite this, however, service quality within the Irish motor dealerships remains an under-explored area. Qualitative analysis in this study enabled new insights pertaining to the delivery of high quality services within franchised dealerships to be uncovered. A new conceptual model is proposed, which provides a structure through which excellent service quality can be achieved on a consistent basis. While the achievement of customer satisfaction through the delivery of high quality services is a priority within franchised dealerships, many issues impede efforts to achieve this objective. One element is the inadequacy of the existing 'one size fits all' approach to quality monitoring, which is used by the manufacturer throughout Europe. In particular, the structure of customer satisfaction surveys is a significant problem. Extensive coaching of customers is prevalent by front-line service staff within dealerships to stimulate specific customer responses to survey questions. In many cases, there is selective filtering of customers included for surveying in order to maximise positive responses. Financial implications imposed by the manufacturer, which are based on survey performance ratings, further exasperate the situation. A related finding exposes substantial inconsistencies and contrasting attitudes regarding the management of customer complaints within dealerships. Haphazard approaches to monitoring customer defection rates are also evident. The study presents findings, which demonstrate an over-reliance on reactive service quality check, which are manufacturer driven. The study highlights the need for dealerships to establish more accurately, what Irish customers perceive as high quality service. The stipulations imposed by the manufacturer do not account for regional or local considerations influencing customer requirements. This limits the potential of dealerships to tailor aspects of services in a manner which may be more suited to the needs of their customer. Overall, the study shows that After-Sales operations, and service quality in particular, is increasingly recognised as vital for dealership profits and customer retention. This increased emphasis by senior management is fundamental for successful service quality improvements - (Abstract) |
| 502 ## - DISSERTATION NOTE |
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| Dissertation note |
Thesis |
| Degree type |
|
| Name of granting institution |
Cork Institute of Technology, |
| Year degree granted |
2017. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Bibliography: (pages 315-372) |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| 9 (RLIN) |
36032 |
| Topical term or geographic name entry element |
Customer services |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| 9 (RLIN) |
35795 |
| Topical term or geographic name entry element |
Consumer satisfaction |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| 9 (RLIN) |
124000 |
| Topical term or geographic name entry element |
Automobile dealers |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| 9 (RLIN) |
37565 |
| Topical term or geographic name entry element |
Franchises (Retail trade) |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |