TY - JOUR
T1 - Factors of loyalty across corporate brand images, products, dealers, sales staff, and after-sales services in the automotive industry
AU - Kato, Takumi
N1 - Publisher Copyright:
© 2021 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0) Peer-review under responsibility of the scientific committee of KES International.
PY - 2021
Y1 - 2021
N2 - Even if the project leader can set the priority within the range of the department, it is difficult for the management to set it from a company-wide perspective. One reason is that there is a lack of bird's-eye view evaluation. Therefore, this study quantitatively evaluated the loyalty factors for the Japanese automobile industry, covering the corporate brand image, products, dealers, sales staff, and after-sales services. As a result, the most effective factor is the product, and the emotional value represented by design and usability is more important than the functional value. For sales staff, familiarity was more effective than specialty.
AB - Even if the project leader can set the priority within the range of the department, it is difficult for the management to set it from a company-wide perspective. One reason is that there is a lack of bird's-eye view evaluation. Therefore, this study quantitatively evaluated the loyalty factors for the Japanese automobile industry, covering the corporate brand image, products, dealers, sales staff, and after-sales services. As a result, the most effective factor is the product, and the emotional value represented by design and usability is more important than the functional value. For sales staff, familiarity was more effective than specialty.
KW - Customer relationship management
KW - Emotional value
KW - Luxury brand
KW - Product design
KW - Structural equation modeling
UR - http://www.scopus.com/inward/record.url?scp=85116909752&partnerID=8YFLogxK
U2 - 10.1016/j.procs.2021.08.144
DO - 10.1016/j.procs.2021.08.144
M3 - Conference article
AN - SCOPUS:85116909752
SN - 1877-0509
VL - 192
SP - 1411
EP - 1421
JO - Procedia Computer Science
JF - Procedia Computer Science
T2 - 25th KES International Conference on Knowledge-Based and Intelligent Information and Engineering Systems, KES 2021
Y2 - 8 September 2021 through 10 September 2021
ER -