CUSTOMER SATISFACTION: THE NEW REALITY

The way consumers look at their cars and the companies that make them has changed, in recent years, as radically as the automobile itself. Increasingly, we treat our cars as long-term investments, and our expectations of quality have risen proportionately with the price of the car. For automobile manufacturers, this shift of attitude has presented a challenge, not just to provide a better product and better dealer service, but to convince consumers that they stand behind the product should something go wrong. For some, Better Business Bureau mediation/arbitration has become a key element of their customer satisfaction strategy.

• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/01487191
• Supplemental Notes:
  • West Coast International Meeting Vancouver, British Columbia, August 8-11, 1983.
• Corporate Authors:

  Society of Automotive Engineers (SAE)

  400 Commonwealth Drive
  Warrendale, PA  United States  15096
• Authors:
  • Lovell, W W
• Publication Date: 1983

Media Info

• Pagination: 5 p.
• Serial:
  • SAE Technical Paper
  • Publisher: Society of Automotive Engineers (SAE)
  • ISSN: 0148-7191
  • EISSN: 2688-3627
  • Serial URL: http://papers.sae.org/

Subject/Index Terms

• TRT Terms: Attitudes; Automobile industry; Consumers; Customers; Quality control
• Uncontrolled Terms: Quality
• Subject Areas: Safety and Human Factors; Vehicles and Equipment;

Filing Info

• Accession Number: 00381872
• Record Type: Publication
• Source Agency: National Highway Traffic Safety Administration
• Report/Paper Numbers: SAE 831180, HS-035 932
• Files: HSL, USDOT
• Created Date: Mar 30 1984 12:00AM