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Essay / Research Paper Abstract
This 12-page paper focuses on the quality of service offered by automakers Mercedes-Benz and Audi. The paper is a literature review on how these two companies have built service into their success. Also discussed are recommendations for other companies in terms of service. Bibliography lists 6 sources.
Page Count:
12 pages (~225 words per page)
File: D0_MTaudibe.rtf
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Unformatted sample text from the term paper:
television or pick up some magazine to see how these companies are trying to compete for their share of consumer dollars (and consumer markets).
But when it comes right down to it, a car is a car. It has four wheels, a steering wheel and a body. The interiors might vary
in terms of comfort, but most people are driven to purchase a car on very few factors, and these include brand name, safety and price.
Then theres the concept of service, not only during the sale, but following the sale as well. In this paper, well examine two auto manufacturers that have
tried to make service a cornerstone of their success - these two are Mercedes-Benz and Audi. Well examine how these two companies managed to reach success in service, and how
such concepts can be transferred to other companies as well. Relevance of the Topic Customer service is not exactly a new concept
- when it comes to attracting and retaining customers, "finding foolproof ways in which to retain customers has been the holy grail of good business since the very dawn of
commerce" (Anonymous, 2003, p. 4). Why? Its pretty simple - if you keep the customer happy, he or she will return to do business with you again (and will tell
all his/her friends). Conversely, if your business does something to hurt the customer, that person will never darken your doorstep again - plus his/her friends will know about it as
well. Its very true - if a company lets a customer down, "disillusioned customers are unlikely to look back" (Anonymous, 2003, p. 4).
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