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Keywords: Automotive industry
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Journal Articles
Service strategies in a supply chain
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2010) 21 (4): 427–440.
Published: 10 August 2010
... original equipment manufacturers (OEMs) – a heavy truck provider, a bus provider, and a construction equipment provider – and eight of their suppliers in the automotive industry. A total of 19 semi‐structured, in‐depth interviews were conducted with managers, including service managers, production managers...
Journal Articles
Modeling customer equity, SERVQUAL, and ethnocentrism: a Vietnamese case study
Available to Purchase
Journal:
Journal of Service Management
Journal of Service Management (2009) 20 (5): 544–560.
Published: 09 October 2009
... for our purposes. Mark S. Rosenbaum can be contacted at: mrosenbaum@niu.edu © Emerald Group Publishing Limited 2009 SERVQUAL Automotive industry Customer relations Ethnocentrism Vietnam Company X operates an automobile manufacturing facility in Vietnam and assembles four models...
