Impact of National Cultures on Automotive Sector After Sales Services Perception

[EN] This article clarifies the impact of national culture in the after sales service in the automotive sector.. Introduction and objectives: After-sales services have become paramount in the automobile industry. How-ever, they are not sufficiently researched, particularly in emerging markets. Here an academic gap exists be-cause, within the automotive research literature, culture is a widely neglected issue. Thus no explicit knowledge can be applied regarding emerging markets service demand behaviour, which might be a crucial point, as some of these countries culture is different to the western culture. Methods: The research is based in a survey carried out among Chinese premium brand automotive customers. Results: It shows which individual level values are causal and positively contribute to the perception of service quality and loyalty behaviour by customers. Con-clusion: The article providing a guideline how the entire process chain of after-sales services could be re-searched and applies successfully the individual level value theory by Schwartz. Implications and research limitation: Brand loyalty is well explained by perceived service quality significantly leads to after-sales service satisfaction, which itself is a strong predictor of workshop loyalty. Moreover, workshop loyal customers are likewise significantly brand loyal, Finally, the influence of culture is empirically verified with the one exception of after-sales service satisfaction.Albors Garrigós, J.; Frass, A.; Schoeneberg, KP.; Peiró Signes, A. (2017). Impact of National Cultures on Automotive Sector After Sales Services Perception. Management Journal of Sustainable Business and Management Solutions in Emerging Economies. 22(2):13-27. doi:10.7595/management.fon.2017.0014S132722

e-HRM in a Cloud Environment Implementation and its Adoption: A Literature Review

[EN] As the digitization of HR processes in companies continues to increase, at the same time, the underlying technical basis is also developing at a rapid pace. Electronic human resources (e-HRM) solutions are used to map a variety of HR processes. However, the introduction of such systems has various consequences, which are not only technical but also imply organizational and functional changes within the organization. Additionally, the cloud environment contributes to enhancing e-HRM capabilities and introduces new factors in its adoption. A systematic review of the available literature on the different dimensions of electronic resources management was conducted to assess the current state of research in this field. This review includes topics such as the evolution of e-HRM, its practical application, use of technology, implementation as well as HR analytics. By identifying and reviewing articles under e-HRM, IT technology, and HR journals, it was possible to identify relevant controversial themes and gaps as well as limitations.Ziebell, R.; Albors Garrigós, J.; Schoeneberg, KP.; Perelló Marín, MR. (2019). e-HRM in a Cloud Environment Implementation and its Adoption: A Literature Review. International Journal of Human Capital and Information Technology Professionals. 10(4):16-40. https://doi.org/10.4018/IJHCITP.2019100102S1640104Acito, F., & Khatri, V. (2014). Business analytics: Why now and what next? Business Horizons, 57(5), 565-570. doi:10.1016/j.bushor.2014.06.001Alam, M. G. R., Masum, A. K. M., Beh, L.-S., & Hong, C. S. (2016). Critical Factors Influencing Decision to Adopt Human Resource Information System (HRIS) in Hospitals. PLOS ONE, 11(8), e0160366. doi:10.1371/journal.pone.0160366Alamelu, R., Amudha, R., Nalini, R., Aishwarya, V., & Aarthi, A. (2016). Techno-Management Perspective of HRIS- An Urban Study. 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Influencias de los valores culturales en la mercadotecnia de servicios del automóvil

[ES] Los servicios post venta en el sector del automóvil se han convertido en un elemento esencial en su mercadotecnia global. Sin embargo, no se han investigado suficientemente y, especialmente en países emergentes con mercados crecientes como China, el mercado más relevante a nivel mundial. Aquí, los fabricantes alemanes juegan un rol fundamental al dominar el segmento premium (o de semi lujo) del mercado. Cuando analizamos los servicios, un factor importante en China es la cultura. Sin embargo existe, en este campo un hueco en la investigación académica ya que en la literatura de investigación del sector automóvil, la cultura es un elemento poco analizado. Por ello, no se pueden aplicar conocimientos de mercadotecnia específicos en relación con el comportamiento de la demanda de servicios en China, en un tema esencial, como es la cultura China, muy diferente a la occidental. Este articulo trata de enfocar las limitaciones mencionadas; en primer lugar, proporcionando una guía de cómo analizar la cadena de proceso de servicios postventa en países emergentes como China. Y en segundo lugar, porque se utiliza la teoría de cultura de Schwartz como un enfoque útil de instrumentación de los valores culturales. Así, estos se modelan como variables externas, para mostrar claramente cuáles son los valores realmente relevantes en su conjunto. Para ello se encuestaron a 301 clientes de talleres post venta chinos de las marcas Audi, BMW y Mercedes-Benz, con el fin de evaluar los factores críticos de éxito mediante modelos de ecuaciones estructurales de mínimos cuadrados parciales (PLS).[EN] After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally. In this respect, German manufacturers play a leading role because they dominate the premium market segment. When it comes to services, the one thing that is especially important in China is culture. At the same time, this is exactly where a scientific gap exists because the cultural aspect in automotive services has been mostly neglected in the research literature. Thus, specific knowledge with regard to Chinese service demand behaviour is lacking, which could become a crucial issue because of the enormous differences between Chinese and Western cultures. This paper addresses this limitation by providing a guideline for how the entire process chain of after-sales services could be researched in China. In addition, it also introduces Schwartz¿s individual level value theory as a beneficial operationalisation approach to culture. Thereby, values are modelled as exogenous variables in order to show which ones are really causal. This significant advantage cannot be provided by national comparison studies, which are the ones that are most often conducted. A total of 301 Chinese workshop customers of Audi, BMW and Mercedes-Benz were surveyed in order to assess the critical success factors of after-sales services via partial least squares structural equation modelling.Frass, A.; Albors Garrigós, J.; Schoeneberg, K.; Peiró Signes, A. (2016). Influencias de los valores culturales en la mercadotecnia de servicios del automóvil. Dirección y organización. Revista de dirección, organización y administración de empresas de la Universidad Politécnica de Madrid. 58:16-35. http://hdl.handle.net/10251/98937S16355