Customer Retention in the Automotive Industry : Quality, Satisfaction and Loyalty

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.