Academy of Marketing Studies Journal (Print ISSN: 1095-6298; Online ISSN: 1528-2678)


Modelling The Economic Value In Automotive Service At Dealerships

Author(s): John Peloza

Many customer experiences combine a longer term view of the customer from services and the more traditional margin-based approach on product sales. Many companies are now focusing on services revenues to build sustainable revenue streams. The current research examines, through theoretical modeling, the relationship between traditional revenue streams (e.g., product sales) and emerging revenue streams (e.g., service provision) and reconciles a competing force between them. Namely, the model examines wait times which traditionally negatively impact service revenues, but can be useful at stimulating overall revenue streams that combine both products and services.

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