{"title":"Service Provider Success: Story of Liberty Autos","authors":"P. Vel, H. Mubarak, M. A. Malak","volume":91,"journal":"International Journal of Economics and Management Engineering","pagesStart":2141,"pagesEnd":2149,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/9998741","abstract":"
The elements for success in the service industry for many organizations have been studied and quantified. They range from effective performance evaluation and management to adequately implementing seven P’s. However, the success story of every organization is unique. What might work for one organization might not for another as every company is inherently distinctive. In this paper, the strategic framework behind the success of Liberty Automobiles Dubai is captured. The primary data necessary for this paper was collected through in-depth interviews with the managers for sales, service and marketing as well as the group general manager. Subsequently, the key areas that led to the success of Liberty Autos will be discussed in this paper.<\/p>\r\n","references":"[1]\tAlgorta, M & Zeballos, F 2011, \u2018Human resource and knowledge management: best practices identification\u2019, Measuring Business Excellence, vol.15, no.4, pp71-80.\r\n[2]\tBeaven, M H & Scotti, D J 1990, \u2018Service-Oriented thinking and its implications for the marketing mix\u2019, The Journal of services Marketing, vol.4, no.4, pp5-18.\r\n[3]\tBerry, L L 1995, \u2018Relationship Marketing of Services - Growing Interest, Emerging Perspectives\u2019, Journal of the Academy of Marketing Science, vol.23, no.4, pp236-245.\r\n[4]\tBerry, L L 1980, \u2018Services Marketing Is Different\u2019, Business, vol.30, pp24-29.\r\n[5]\tBojei, J, Julian, C C, Che Wel, C A & Ahmed, Z U 2013, \u2018The empirical link between relationship marketing tools and consumer retention in retail marketing\u2019, Journal of Consumer Behaviour, vol.12, pp171-181.\r\n[6]\tDonate, M J & Guadamillas, F 2011, \u2018Organizational factors to support knowledge management and innovation\u2019, Journal of Knowledge Management, vol.15, no.6, pp890-914.\r\n[7]\tFombrun, C J 1983, \u2018Corporate culture, environment, and strategy\u2019, Human Resource Management, vol.22, no.1, pp139-152.\r\n[8]\tGeorge, W R & Berry, L L 1981, \u2018Guidelines for Advertising Services\u2019, Business Horizons, vol.24, pp52-56.\r\n[9]\tGronroos, C 1994, \u2018Quo Vadis, Marketing? Toward a Relationship Marketing Paradigm\u2019, Journal of Marketing Management, vol.10, pp347-360.\r\n[10]\tHafeez, K & Abdelmeguid, H 2003, \u2018Dynamics of Human Resource and Knowledge Management\u2019, The Journal of the Operational Research Society, vol.54. no.2, pp153-164.\r\n[11]\tJudd, R C 1964, \u2018The Case for Redefining Services\u2019, Journal of Marketing, vol.28, no.1, pp58-59.\r\n[12]\tKeller, K L & Richey, K 2006, \u2018The importance of corporate brand personality traits to a successful 21st century business\u2019, Brand Management, vol.14, pp74-81.\r\n[13]\tLane, C 1988, \u2018Why Putting People first must form an Essential part of the Marketing Mix\u2019, Marketing Intelligence & Planning, vol.6, no.2, pp39-40.\r\n[14]\tLee, Y & Trim, P R 2006, \u2018Retail marketing strategy The role of marketing intelligence, relationship marketing and trust\u2019, Marketing Intelligence & Planning, vol.24, no.7, pp730-745.\r\n[15]\tLovelock, C H & Wirtz, J 2007, Services marketing: people, technology, strategy, 6th ed., Pearson\/Prentice Hall, Upper Saddle River, New Jersey.\r\n[16]\tOltra, V 2005, \u2018Knowledge management effectiveness factors: the role of HRM\u2019, Journal of Knowledge Management, vol.9, no.4, pp70-86.\r\n[17]\tPerez, J R & de Pablos, P O 2003, \u2018Knowledge management and organizational competitiveness: a framework for human capital analysis\u2019, Journal of Knowledge Management, vol.7, no.3, pp82-91.\r\n[18]\tRafiq, M & Ahmed, P K 1995, \u2018Using the 7Ps as a generic marketing mix: an exploratory survey of UK and European marketing academics\u2019, Marketing Intelligence and Planning, vol.13, no.9, pp4-15.\r\n[19]\tRathmell, J M 1966, \u2018What is meant by Services?\u2019, Journal of Marketing, vol.30, pp32-36.\r\n[20]\tSorensen, J B 2002, \u2018The Strength of Corporate Culture and the Reliability of Firm Performance\u2019, Administrative Science Quarterly, vol.47, no.1, pp70-91.\r\n[21]\tYelkur, R 2000, \u2018Customer Satisfaction and the Services Marketing Mix\u2019, Journal of Professional Services Marketing, vol.21, no.1, pp105-115.\r\n","publisher":"World Academy of Science, Engineering and Technology","index":"Open Science Index 91, 2014"}