Consumer response to service and product quality: a study of motor vehicle owners
Article Abstract:
A logit analysis was performed on events concerning a critical incident model. This framework describes the impact of quality in the product and its supporting services, and the interactions between these factors, on owner intentions about future acquisitions. Application of the model to data supplied by 659 motor vehicle owners showed that owners have a tendency to tolerate negative vehicle incidents, although negative service incidents can undermine owner perceptions of the dealer as well as the manufacturer. It was also found that positive critical incidents can balance negative critical incidents.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 1996
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Towards responsive vehicle supply: a simulation-based investigation into automotive scheduling system
Article Abstract:
The details on the contribution of cars produced by the current vehicle supply system in the previous years (2001 to 2004) in United Kingdom are discussed. The simulation analyses of the aspects of scheduling activities that determines the scope for improvements in the supply chain of the automotive schedule systems is also discussed. The result showed that the current vehicle supply system is not capable of supporting build-to-order (BTO) products.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 2005
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The genealogy of lean production
Article Abstract:
The evolution of the concept of lean production and its significance in the automotive industry are discussed.
Publication Name: Journal of Operations Management
Subject: Business, general
ISSN: 0272-6963
Year: 2007
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