Resumo

MSUTHWANA, VM; TAIT, M  e  MAZIBUKO, NE. A sustainable business development strategy for the automotive refinish distribution industry. JCMAN [online]. 2013, vol.10, n.1, pp.59-76. ISSN 1815-7440.

The ever-changing nature of competition, soaring customer demands and immensely competitive refinishing market has resulted in some automotive refinish paint distributors having to adopt innovative, creative and proactive approaches when planning the strategic execution of their sustainable business development strategies. Some of these innovative, creative and proactive approaches are difficult to evaluate against marketing principles or by using traditional business management tools. What is perceptible to the management of these automotive paint distributors, albeit unknown to them, is that they are practicing a multi-dimensional approach to doing business in the automotive refinish retail distribution sector - a strategic mix between customised technical services support structure and the management sales support activities.

Palavras-chave : automotive refinish business; customer satisfaction; customer service and support; sustainable business development strategies.

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