Polytechnic University of Valencia Congress, 1st International Conference on Business Management

Font Size: 
Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty
Alexander Fraß

Last modified: 26-08-2015


This paper shows why and how the after-sales services of German automobile manufactures should be researched (structural equation modelling) in the most important car market – China. Beside key constructs such as service quality, satisfaction, and loyalty, culture is implemented innovatively into the conceptual research model, by applying Schwartz’s individual-level value theory as moderating influence on the after-sales service success chain.

DOI: http://dx.doi.org/10.4995/ICBM.2015.1218



Satisfaction, Brand Loyalty, Automotive After-sales, Culture, China

Full Text: PDF