Executive Takeaways
■ After-sales services are critical for automakers’ success, yet underappreciated. ■ When dealer after-sales services are of poor quality, manufacturers lose market share. ■ This effect persists even if the manufacturer is a clear market leader in the region. ■ Dealers’ sales activities have less impact on automakers than after-sales activities. ■ Sales quality is consequential for manufacturers only when competition is high.
Sina Golara, Assistant Professor of Operations Management
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