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Success Factors of Automobile After-Sales Services in China

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  • Fraß, Alexander
  • Zerres, Christopher

Abstract

Automobile premium brands operate globally, which is undoubtedly required, because, for the most part, domestic markets are either decreasing or stagnating. China has become today the most important and biggest car market. Recently selling has become challenging because urban areas are well penetrated, and in poorly penetrated rural areas, incomes are low. This is particularly alarming for German brands, because of their premium orientation. Simultaneously, the after-sales market in China has been growing continuously. As a result, this market has a huge potential, which is likewise attractive because it has been scientifically proven across industries that after-sales services are high-margin profit drivers. Despite its great significance, the Chinese automobile after-sales market remains insufficiently researched, especially in terms of critical success factors and cultural influences, which therefore was the starting point for a study. The results will presented and interpreted now in this new working-paper.

Suggested Citation

  • Fraß, Alexander & Zerres, Christopher, 2016. "Success Factors of Automobile After-Sales Services in China," Working Papers for Marketing & Management 10, Offenburg University, Department of Media and Information.
    • Handle: RePEc:zbw:ouwpmm:10
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    File URL: https://www.econstor.eu/bitstream/10419/244627/1/arbeitspapier-10.pdf
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    References listed on IDEAS

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    4. Hans Baumgartner, 2012. "Repetitive Purchase Behavior," Springer Books, in: Adamantios Diamantopoulos & Wolfgang Fritz & Lutz Hildebrandt (ed.), Quantitative Marketing and Marketing Management, edition 127, chapter 2, pages 269-286, Springer.
    5. Kurata, Hisashi & Nam, Seong-Hyun, 2010. "After-sales service competition in a supply chain: Optimization of customer satisfaction level or profit or both?," International Journal of Production Economics, Elsevier, vol. 127(1), pages 136-146, September.
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