Earticle

초록

영어

The Chinese automotive industry is the largest in the world. Although after-sales services are known to be associated with profitability, it has not obtained its rightful prominence in the Chinese industry. To investigate how the quality of leader-member exchange can influence after-sales services in the Chinese automobile industry, we collected data from individual employees and customers and analyzed it using grey theory model. Based on the results, we proposed the industry to pay more attentions to tangible after-sales service. While previous studies tended to adopt an either customer or employee perspective, our research contributes to the literature by offering a more comprehensive perspective from both the standpoints of the organization and consumers, and our grey theory analytic approach offers a viable option for researchers who are interested in reducing biases in data due to the data aggregation process.

목차

Abstract
 1. Introduction
 2. Literature Review
  2.1. After-sales service quality
  2.2. Leader-member Exchange
 3. The Grey Theory and Model of Grey Preference
  3.1. Grey Incidence Analysis
  3.2. The Theory of Grey Preference
  3.3. The Grey Preference Model of After-sales Service Quality
 4. Case Study
  4.1 Sample and Data Collection
  4.2 Data Aggregation
  4.3 Grey Preference Analyses
 5. Conclusions and Implications
 Acknowledgments
 References

키워드

저자

• Jianling Wang [ College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China, 211106 ]
• Robin Qiu [ Engineering and Information Science, The Pennsylvania State University, Great Valley, Malvern, PA 19355, U.S.A. ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of u- and e- Service, Science and Technology

• 간기

  격월간

• pISSN

  2005-4246

• 수록기간

  2008~2016

• 십진분류

  KDC 505 DDC 605