TQM at car dealerships with better sales performance: a multiple case study

The aim of this research is to analyse what practices concerning sales elements have been applied by the dealerships with better performance in new-car sales processes to support the TQM principles and how they do that. A multiple case study was performed with ten dealerships that represent the top ten branded cars in terms of market share. The TQM principles Strategic Plan and Partnership, Leadership and Employee Involvement, Customer Focus,...