CONSUMER EXPERIENCE AND THE ROLE OF SERVICE QUALITY IN AUTOMOBILE RETAILS

Authors

  • Ieda Pelogia Martins Damian Universidade de São Paulo
  • Edgard Monforte Merlo Universidade de São Paulo

DOI:

https://doi.org/10.19094/contextus.v12i1.32169

Keywords:

Consumer experience. Service quality. Automobile retails.

Abstract

To understand the influence of the consumption experience, their relationships with service quality and its implications for managers can be considered important contributions. The importance of the automotive sector and the relationships between the above concepts led to the goal of this study that was to examine the role of the consumer experience and the quality of automotive service. It was applied a questionnaire sent to 10,000 emails across the country and 444 valid responses were obtained. The results showed that the aspects related to service quality were considered as important as the elements related to the consumption experience. Aspects of the leading consumer experience by consumers relate to the pleasure of buying, assortment and prices. Regarding quality of services, the highlighted elements were related to high quality services, care of employees, attendance time and meeting deadlines.

Author Biographies

Ieda Pelogia Martins Damian, Universidade de São Paulo

Doutora em Administração de Organizações pela FEA-RP/USP; Docente da Universidade de São Paulo.

Edgard Monforte Merlo, Universidade de São Paulo

Doutor em Administração pela Universidade de São Paulo; Professor Associado da FEA-RP/USP.

Downloads

Published

2014-01-31

How to Cite

Damian, I. P. M., & Merlo, E. M. (2014). CONSUMER EXPERIENCE AND THE ROLE OF SERVICE QUALITY IN AUTOMOBILE RETAILS. Contextus - Contemporary Journal of Economics and Management, 12(1), 7–28. https://doi.org/10.19094/contextus.v12i1.32169

Issue

Vol. 12 No. 1: jan/abr 2014

Section

Articles

License

 

The authors, while doing the submission, accept the notice below:

We authors hold the copyright related to our paper and transfer Contextus journal the right for the first publication with a Creative Commons’ international license of the modality Attribution – Non-commercial 4.0, which in turn allows the paper to be shared providing that both the authorship and the journal’s right for initial release are acknowledged.

Furthermore, we are aware of our permission to take part in additional contracts independently for non-exclusive distribution of the version of our work published in this journal (e.g. publishing it in an institutional repository or as a book chapter), while acknowledging both the authorship and the journal’s initial publication.

We also certify that the paper is original and up to this date has not been released in any other journal, Brazilian or of another nationality, either in Portuguese or another language, as well as it has not been sent for simultaneous publication in other journals.

Last, we not only know that plagiarism is not tolerated by Contextus but also certify the paper presents the sources of passages from cited works, including those authored by ourselves.