Applying the principles of system dynamics as a lever for sustainable service quality – The case of commercial vehicle dealerships in South Africa
(2020)
Thesis
Thiele, C. Applying the principles of system dynamics as a lever for sustainable service quality – The case of commercial vehicle dealerships in South Africa. (Thesis). Edinburgh Napier University. Retrieved from http://researchrepository.napier.ac.uk/Output/2709389
Service quality (SQ) has been a key driver of profitability in commercial vehicle dealerships and is bound to remain so in the increasingly dynamic and competitive context of the automotive sector. Current approaches to optimising SQ in this highly c... Read More about Applying the principles of system dynamics as a lever for sustainable service quality – The case of commercial vehicle dealerships in South Africa.