Achieving brand loyalty in china through after-sales services: with a particular focus on the influences of cultural determinants
Auteur :
Fraß, Alexander
Éditeur :
Springer Fachmedien Wiesbaden
ISBN :
9783658143664
Date de publication :
16 juin 2016
Dimensions :
21,0 x 14,8 cm
Langue :
Anglais
Pays d'origine :
Allemagne
This paper provides a guideline for how the entire process chain of automotive after-sales services could be researched in China. A total of 301 Chinese workshop customers were surveyed to assess the critical success factors of after-sales services via partial least squares structural equation modelling.