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Translating satisfaction determination from health care to the automotive industry


  • Stefan Meinzer

    () (Friedrich-Alexander-University Erlangen-Nürnberg)

  • Johann Prenninger

    () (BMW Group Munich)

  • Patrick Vesel

    () (BTC d.d.)

  • Johannes Kornhuber

    () (Friedrich-Alexander-University Erlangen-Nürnberg)

  • Judith Volmer

    () (Otto-Friedrich-University Bamberg)

  • Joachim Hornegger

    () (Friedrich-Alexander-University Erlangen-Nürnberg)

  • Björn M. Eskofier

    () (Friedrich-Alexander-University Erlangen-Nürnberg)


Abstract This study is based on the case of BMW, and aims to improve the determination of perceived consumer satisfaction in the automotive industry by transferring existing knowledge from the health care sector. A literature analysis of the health care sector and the automotive industry was conducted to identify the common concepts of determining satisfaction. These were the service encounter, situational factors, and sociodemographics. The practical application was tested by analyzing a contemporary survey from BMW. Based on the findings, managers responsible for customer satisfaction in after-sales services in the automotive industry could improve measurement of customer satisfaction.

Suggested Citation

  • Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
  • Handle: RePEc:spr:svcbiz:v:10:y:2016:i:4:d:10.1007_s11628-015-0284-z
    DOI: 10.1007/s11628-015-0284-z

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    References listed on IDEAS

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    1. repec:spr:svcbiz:v:12:y:2018:i:2:d:10.1007_s11628-017-0346-5 is not listed on IDEAS


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