Omotuyi Ehinlanwo, Olajide; Zairi, Mohamed - In: Business Process Re-engineering & Management Journal 2 (1996) 3, pp. 39-53
This is the second part of a study which looks at car after‐sales service in Germany. The study is based on a benchmarking project which included four key players, Fiat AG, Nissan Deutschland, Toyota GmbH and Ford Werke AG. Examines the effectiveness of policies of after‐sales service as...