Are Dealers Still Relevant? How Dealer Service Quality Impacts Manufacturer Success Sina Golara, Kevin J. Dooley, and NasimMousavi
Production and Operations Management Vol. 30, No. 10 (October 2021), pp. 3560-3578
Overview Most automobile manufacturers use franchised dealers to distribute their products and to perform sales-related and after-sales services. However, the link between dealers’ service quality and manufacturer performance is not well understood. Some studies suggest that service quality affects initial product sale, repeat sales, and brand reputation. Others posit that dealer services are a commodity, and their quality affects sales only at extremes. We gathered data representing sales and service-quality ratings at 1,078 US automobile dealerships over a year for five different car classes. We find that the quality of after-sales services positively influences sales of the brand in the dealer’s region. Manufacturers whose dealers struggle with after-sales services take a hit in market share even in markets where they enjoy superior competitive status. We also find that sales-related services gain importance in highly competitive markets where the manufacturer has few dealers, and competitors have many.
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