Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualität, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.

1 An Introduction to Quality, Satisfaction, and Retention-Implications for the Automotive Industry.- 2 Linking Satisfaction to Design-A Key to Success for Volvo.- 3 Improved Customer Satisfaction Is Volvo Priority.- 4 Design of Lines as a Product-Policy Variant to Retain Customers in the Automotive Industry.- 5 From Value-Orientated Quality Improvement to Customer Satisfaction-A Case Study for Passenger Cars.- 6 Achieving Customer Satisfaction, Loyalty, and Retention Through Strategic Alignment.- 7 The Complex Relationship between Customer Satisfaction and Loyalty for Automobiles.- 8 Method Supplied Investigation of Customer Loyalty in the Automotive Industry-Results of a Causal Analytical Study.- 9 Strategic Loyalty Management-Some Reflections Regarding Customer Retention Instruments in the Automotive Industry.- 10 The Case of Mercedes-Benz-Quality in Customer Retention Management.- 11 The BMW Customer Report-Dealer Satisfaction as a Strategic Success Factor for High Brand Loyalty.- 12 Customer Satisfaction and Customer Loyalty in the Automotive Industry-Results of an Empirical Study.- 13 Customer Retention in the Automotive Industry-An Economic Analysis.- 14 The Value of Passenger Car Customers.