University of Rhode Island DigitalCommons@URI Open Access Master's Theses 2018 COMPARISON OF AMERICAN, GERMAN AND JAPANESE CAR DEALERSHIP APPROACHES FOR SALES AND SERVICE Lukas Schoske University of Rhode Island,
[email protected] Follow this and additional works at: https://digitalcommons.uri.edu/theses Recommended Citation Schoske, Lukas, "COMPARISON OF AMERICAN, GERMAN AND JAPANESE CAR DEALERSHIP APPROACHES FOR SALES AND SERVICE" (2018). Open Access Master's Theses. Paper 1330. https://digitalcommons.uri.edu/theses/1330 This Thesis is brought to you for free and open access by DigitalCommons@URI. It has been accepted for inclusion in Open Access Master's Theses by an authorized administrator of DigitalCommons@URI. For more information, please contact
[email protected]. COMPARISON OF AMERICAN, GERMAN AND JAPANESE CAR DEALERSHIP APPROACHES FOR SALES AND SERVICE BY LUKAS SCHOSKE A THESIS SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF SCIENCE IN MECHANICAL ENGINEERING UNIVERSITY OF RHODE ISLAND 2018 MASTER SCIENCE THESIS OF LUKAS SCHOSKE APPROVED: Thesis Committee: Major Professor Valerie Maier-Speredelozzi David Taggart Sigrid Berka Nasser H. Zawia DEAN OF THE GRADUATE SCHOOL UNIVERSITY OF RHODE ISLAND 2018 ABSTRACT Based on previous literature, it is known that American, German and Japanese car dealerships use their own strategy to fulfill customer demand and face the different challenges from mass customization. Furthermore, after-sales-service is becoming increasingly important for car dealerships in order to create a positive differentiator or even a unique characteristic in competition between different companies. Therefore, this study aims to gain a deeper understanding of the different order fulfilment and after- sales strategies that are used by US car dealerships representing auto makers from Japan, Germany and the US.