Automobile dealer quality cost : a review

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      <subfield code="a">In automobile industry, dealerships play an important role in the initial and on-going relationship between the purchaser and vehicle manufacturer. Service quality provided by dealers is essential for profit and reputation of automobile manufacturers. For example, dealers are supposed to inspect new cars; if problems aren't caught and fixed before the customer experiences them, the customer will form a lower opinion of the car's quality. Dealerships represent the car manufacturers at the point of sale and act as a means of continuous contact between the car producers and the customers, long after the customer has taken delivery of the vehicle. Thus, it is important that a dealership maintains the maximum possible quality standards to ensure good business which keeps on expanding and result in reduction in the COQ of dealership</subfield>
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