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dc.contributor.authorKumar, Anil
dc.contributor.authorLuthra, Sunil
dc.contributor.authorKhandelwal, Dinesh Kumar
dc.contributor.authorMehta, Rajneesh
dc.contributor.authorChaudhary, Nityanand
dc.contributor.authorBhatia, Sukhdev
dc.date.accessioned2019-01-14T14:57:55Z
dc.date.available2019-01-14T14:57:55Z
dc.date.issued2017-07-29
dc.identifier.citationKumar, A. et al. (2017) ‘Measuring and improving customer retention at authorised automobile workshops after free services’ Journal of Retailing and Consumer Services, 39, pp. 93-102. doi: 10.1016/j.jretconser.2017.07.007en
dc.identifier.issn0969-6989
dc.identifier.doi10.1016/j.jretconser.2017.07.007
dc.identifier.urihttp://hdl.handle.net/10545/623290
dc.description.abstractCustomer retention is vital for businesses with much research literature now available. But nothing has been investigated regarding measuring and improving customer retention at authorised automobile workshops after free services. Even after providing extensive warranties and other free service benefits, customers don’t use authorised workshops although their vehicles are still under warranty. By not arranging regular maintenance services, customers lose warranty benefits, with product performance and safety related awareness undermined; companies lose huge business potential. Therefore, this study aims to measure and improve customer retention at authorized automobile workshops after free services. To achieve this, a four-phased study has been conducted. In phase one, a combination of a literature review and expert opinions is used to identify customers’ retention factors. The second and third phases describe how data is collected from industry experts and customers. Analytical Hierarchy Process (AHP) and Decision Making Trial & Evaluation Laboratory (DEMATEL) are used to prioritise and examine inter-relationships among factors. In the last phase, the study recommends three business strategies to help a company to improve customer retention and make their Annual Maintenance Contract (AMC) product more customer friendly.
dc.description.sponsorshipNAen
dc.language.isoenen
dc.publisherElsevieren
dc.relation.urlhttps://linkinghub.elsevier.com/retrieve/pii/S0969698917303193en
dc.rightsArchived with thanks to Journal of Retailing and Consumer Servicesen
dc.subjectCustomer retentionen
dc.subjectPreventive maintenance servicesen
dc.subjectAHPen
dc.subjectDEMATELen
dc.subjectAnnual Maintenance Contract (AMC)en
dc.subjectWarranty benefitsen
dc.titleMeasuring and improving customer retention at authorised automobile workshops after free services.en
dc.typeArticleen
dc.contributor.departmentBML Munjal Universityen
dc.contributor.departmentGovernment Engineering College, Nilokheri, Indiaen
dc.identifier.journalJournal of Retailing and Consumer Servicesen
dc.dateAccepted2019-07-24
html.description.abstractCustomer retention is vital for businesses with much research literature now available. But nothing has been investigated regarding measuring and improving customer retention at authorised automobile workshops after free services. Even after providing extensive warranties and other free service benefits, customers don’t use authorised workshops although their vehicles are still under warranty. By not arranging regular maintenance services, customers lose warranty benefits, with product performance and safety related awareness undermined; companies lose huge business potential. Therefore, this study aims to measure and improve customer retention at authorized automobile workshops after free services. To achieve this, a four-phased study has been conducted. In phase one, a combination of a literature review and expert opinions is used to identify customers’ retention factors. The second and third phases describe how data is collected from industry experts and customers. Analytical Hierarchy Process (AHP) and Decision Making Trial & Evaluation Laboratory (DEMATEL) are used to prioritise and examine inter-relationships among factors. In the last phase, the study recommends three business strategies to help a company to improve customer retention and make their Annual Maintenance Contract (AMC) product more customer friendly.


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