Service marketing: a case study on the automotive service industry.

Description

by Lee Tak Wah. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaf 93). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / LIST OF TABLES --- p.vii / ACKNOWLEDGEMENT --- p.viii / Chapter / Chapter I --- BACKGROUND --- p.1 / Service Product --- p.1 / Passenger Car Market Size --- p.1 / Service Providers --- p.1 / Size of the Industry --- p.2 / Investment Return of the Distributor --- p.3 / The Global Market Trend and Strategy --- p.4 / Chapter II --- LITERATURE REVIEW --- p.6 / Customer Satisfaction --- p.6 / Understanding Service --- p.7 / Developing the Strategy --- p.8 / Tools for Service Marketers --- p.11 / Competing through Quality & Productivity --- p.14 / An Integrative Framework for Marketing Service --- p.15 / Chapter III --- OBJECTIVE & METHODOLOGY --- p.16 / Secondary Data Analysis --- p.16 / Problem Statement --- p.26 / Research Objective --- p.27 / Scope --- p.27 / Chapter IV --- PERSONAL INTERVIEW --- p.28 / Sampling --- p.28 / Conducting the Interview --- p.29 / Question Guidelines --- p.29 / Profile of the Interviewees --- p.30 / Summary of the Interview --- p.30 / Chapter V --- CUSTOMER SURVEY --- p.34 / Methodology --- p.34 / The Questionnaire --- p.35 / Field Work --- p.38 / Findings of the Survey --- p.39 / Chapter VI --- CONCLUSION --- p.46 / Alternative Strategy One - Cost Leadership --- p.47 / Alternative Strategy Two - Product Differentiation --- p.48 / Final Remarks --- p.49 / APPENDIXES --- p.51 / BIBLIOGRAPHY --- p.93

Links & Downloads

1. cuhk:320767
2. http://library.cuhk.edu.hk/record=b5888683
3. http://repository.lib.cuhk.edu.hk/en/item/cuhk-320767

Tags

Automobiles--Marketing--Case studies

Additional Fields

Identifer	oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_320767
Date	January 1996
Contributors	Lee, Tak Wah., Chinese University of Hong Kong Graduate School. Division of Business Administration.
Publisher	Chinese University of Hong Kong
Source Sets	The Chinese University of Hong Kong
Language	English
Detected Language	English
Type	Text, bibliography
Format	print, viii, 93 leaves : ill. ; 30 cm.
Coverage	China, Hong Kong, China, Hong Kong
Rights	Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/)