oa Journal of Marketing - Caring for cars & customers



Customer service levels in the motor industry have always been a sore point with consumers. Starting with salesmen in showrooms sitting with their feet on their desks, not even bothering to stand up when a customer walks in wanting to spend hundreds of thousands of Rands on a new car. Or, trying to get those niggly little teething troubles sorted out or a routine service done properly and without all sorts of little additional extra costs no-one told you about when you bought the car.


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