Competitive analysis by automotive repair shops, using customer perceived value

This paper addresses the use of customer perceived value (CPV) as a tool for competitive analysis among automotive repair and maintenance shops. It describes how to determine both the relative importance of properties taken into account by customers when assessing the performance of an automotive re...

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Autores:
Baby Moreno, Jaime
Uribe Arango, Juan Fernando
Tipo de recurso:
Fecha de publicación:
2015
Institución:
Universidad EAFIT
Repositorio:
Repositorio EAFIT
Idioma:
spa
OAI Identifier:
oai:repository.eafit.edu.co:10784/11367
Acceso en línea:
http://hdl.handle.net/10784/11367
Palabra clave:
M31
L62
Marketing
customer perceived value
cpv
competitive analysis
market opportunities
automotive repair and maintenance shops
vehicles
valor percibido por el cliente
vpc
análisis competitivo
oportunidades de mercado
taller automotriz
vehículos
Rights
License
Copyright (c) 2015 AD-minister
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spelling 2015-06-022017-05-03T14:46:58Z2015-06-022017-05-03T14:46:58Z2256-43221692-0279http://hdl.handle.net/10784/1136710.17230/ad-minister.26.4This paper addresses the use of customer perceived value (CPV) as a tool for competitive analysis among automotive repair and maintenance shops. It describes how to determine both the relative importance of properties taken into account by customers when assessing the performance of an automotive repair shop, and the performance assessment conducted by the users of repair shops owned by car dealers and by individuals. Subsequently, it illustrates how both types of repair shops view their competitive position. It also shows the gap between the ideal expected values and the values perceived by the market which becomes a sort of “map” of opportunities both for businesses currently present in the market and for new participants.Este artículo trata del uso del Valor Percibido por el Cliente (VPC) como herramienta para el análisis competitivo por parte de talleres de reparación y mantenimiento automotriz. Se muestra cómo se determinan tanto la importancia relativa de los atributos que los compradores tienen en cuenta para evaluar el desempeño de un taller automotriz, como la evaluación de desempeño, realizada por los compradores de los “Talleres de los concesionarios” y de aquellos que son propiedad de individuos. Posteriormente, se ilustra la manera como unos y otros visualizan su posición competitiva. También muestra la brecha entre los valores ideales esperados y los percibidos por el mercado, la cual se constituye en una especie de “mapa” de oportunidades para las firmas actualmente presentes en el mercado y para nuevos participantes.application/pdftext/htmlapplication/epub+zipspaUniversidad EAFIThttp://publicaciones.eafit.edu.co/index.php/administer/article/view/2812http://publicaciones.eafit.edu.co/index.php/administer/article/view/2812Copyright (c) 2015 AD-ministerAcceso abiertohttp://purl.org/coar/access_right/c_abf2instname:Universidad EAFITreponame:Repositorio Institucional Universidad EAFITAD-minister; No 26 (2015); 73-99M31L62Marketingcustomer perceived valuecpvcompetitive analysismarket opportunitiesautomotive repair and maintenance shopsvehiclesvalor percibido por el clientevpcanálisis competitivooportunidades de mercadotaller automotrizvehículosCompetitive analysis by automotive repair shops, using customer perceived valueAnálisis Competitivo por parte de los talleres de servicio automotriz, mediante el uso del valor percibido por el clienteinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionarticlepublishedVersionArtículohttp://purl.org/coar/version/c_970fb48d4fbd8a85http://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1Baby Moreno, JaimeUribe Arango, Juan FernandoAD-minister267399AD-ministerORIGINALCompetitive analysis by automotive repair shops, using customer perceived value.pdfCompetitive analysis by automotive repair shops, using customer perceived value.pdfTexto completo PDFapplication/pdf574741https://repository.eafit.edu.co/bitstreams/2acea0d1-a802-40b2-8589-cdd57004ef88/downloadb53c95167cffa6f1dabc4a58aebcc6cdMD53articulo.htmlarticulo.htmlTexto completo HTMLtext/html374https://repository.eafit.edu.co/bitstreams/3d7149b9-2e17-4ddf-8532-db322ad0f31c/download48af0213da076227ab9a10e8d72a82deMD54THUMBNAILminiatura-administer.jpgminiatura-administer.jpgimage/jpeg8755https://repository.eafit.edu.co/bitstreams/0e591d60-d16f-4234-af91-77c782faae96/download87c28d32b620f3408b1c70a3c505fbd8MD5210784/11367oai:repository.eafit.edu.co:10784/113672019-12-04 10:13:55.385open.accesshttps://repository.eafit.edu.coRepositorio Institucional Universidad EAFITrepositorio@eafit.edu.co
dc.title.eng.fl_str_mv Competitive analysis by automotive repair shops, using customer perceived value
dc.title.spa.fl_str_mv Análisis Competitivo por parte de los talleres de servicio automotriz, mediante el uso del valor percibido por el cliente
title Competitive analysis by automotive repair shops, using customer perceived value
spellingShingle Competitive analysis by automotive repair shops, using customer perceived value
M31
L62
Marketing
customer perceived value
cpv
competitive analysis
market opportunities
automotive repair and maintenance shops
vehicles
valor percibido por el cliente
vpc
análisis competitivo
oportunidades de mercado
taller automotriz
vehículos
title_short Competitive analysis by automotive repair shops, using customer perceived value
title_full Competitive analysis by automotive repair shops, using customer perceived value
title_fullStr Competitive analysis by automotive repair shops, using customer perceived value
title_full_unstemmed Competitive analysis by automotive repair shops, using customer perceived value
title_sort Competitive analysis by automotive repair shops, using customer perceived value
dc.creator.fl_str_mv Baby Moreno, Jaime
Uribe Arango, Juan Fernando
dc.contributor.author.none.fl_str_mv Baby Moreno, Jaime
Uribe Arango, Juan Fernando
dc.subject.none.fl_str_mv M31
L62
topic M31
L62
Marketing
customer perceived value
cpv
competitive analysis
market opportunities
automotive repair and maintenance shops
vehicles
valor percibido por el cliente
vpc
análisis competitivo
oportunidades de mercado
taller automotriz
vehículos
dc.subject.keyword.eng.fl_str_mv Marketing
customer perceived value
cpv
competitive analysis
market opportunities
automotive repair and maintenance shops
vehicles
dc.subject.keyword.spa.fl_str_mv valor percibido por el cliente
vpc
análisis competitivo
oportunidades de mercado
taller automotriz
vehículos
description This paper addresses the use of customer perceived value (CPV) as a tool for competitive analysis among automotive repair and maintenance shops. It describes how to determine both the relative importance of properties taken into account by customers when assessing the performance of an automotive repair shop, and the performance assessment conducted by the users of repair shops owned by car dealers and by individuals. Subsequently, it illustrates how both types of repair shops view their competitive position. It also shows the gap between the ideal expected values and the values perceived by the market which becomes a sort of “map” of opportunities both for businesses currently present in the market and for new participants.
publishDate 2015
dc.date.issued.none.fl_str_mv 2015-06-02
dc.date.available.none.fl_str_mv 2017-05-03T14:46:58Z
dc.date.accessioned.none.fl_str_mv 2017-05-03T14:46:58Z
dc.date.none.fl_str_mv 2015-06-02
dc.type.eng.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
article
publishedVersion
dc.type.coarversion.fl_str_mv http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.coar.fl_str_mv http://purl.org/coar/resource_type/c_6501
http://purl.org/coar/resource_type/c_2df8fbb1
dc.type.local.spa.fl_str_mv Artículo
status_str publishedVersion
dc.identifier.issn.none.fl_str_mv 2256-4322
1692-0279
dc.identifier.uri.none.fl_str_mv http://hdl.handle.net/10784/11367
dc.identifier.doi.none.fl_str_mv 10.17230/ad-minister.26.4
identifier_str_mv 2256-4322
1692-0279
10.17230/ad-minister.26.4
url http://hdl.handle.net/10784/11367
dc.language.iso.none.fl_str_mv spa
language spa
dc.relation.isversionof.none.fl_str_mv http://publicaciones.eafit.edu.co/index.php/administer/article/view/2812
dc.relation.uri.none.fl_str_mv http://publicaciones.eafit.edu.co/index.php/administer/article/view/2812
dc.rights.eng.fl_str_mv Copyright (c) 2015 AD-minister
dc.rights.coar.fl_str_mv http://purl.org/coar/access_right/c_abf2
dc.rights.local.spa.fl_str_mv Acceso abierto
rights_invalid_str_mv Copyright (c) 2015 AD-minister
Acceso abierto
http://purl.org/coar/access_right/c_abf2
dc.format.none.fl_str_mv application/pdf
text/html
application/epub+zip
dc.publisher.spa.fl_str_mv Universidad EAFIT
dc.source.none.fl_str_mv instname:Universidad EAFIT
reponame:Repositorio Institucional Universidad EAFIT
dc.source.eng.fl_str_mv AD-minister; No 26 (2015); 73-99
instname_str Universidad EAFIT
institution Universidad EAFIT
reponame_str Repositorio Institucional Universidad EAFIT
collection Repositorio Institucional Universidad EAFIT
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