Dealers' focus was on satisfaction scores, not on satisfaction

Kurylko, Diana T.
April 2002
Automotive News;4/15/2002, Vol. 76 Issue 5979, p36
Trade Publication
Criticizes the neglect of automobile dealers on customer satisfaction in the U.S. Adoption of the Five Star dealership certification program in Chrysler Corp.; Initial reluctance of the company management to the changes; Impact of the program.


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