... 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...

... affect how the customer equity drivers work, independently and together. SERVQUAL Automotive industry Customer relations Ethnocentrism Vietnam We're not in the transaction world anymore. The key now is building profitable relationships with customers. The winners will be those people...