Publications
Publications
- December 1993
- HBS Case Collection
Ford Motor Coompany: Changing the Dealer Culture
Abstract
Confronted by increasing market emphasis on customer satisfaction coupled with the success of General Motors' Saturn Division with "no haggle" pricing, Ford Motor Co. examines the sales culture within its own dealers and considers how to implement policies that will change that culture.
Keywords
Organizational Change and Adaptation; Salesforce Management; Customer Satisfaction; Auto Industry; United States
Citation
Dees, J. Gregory, and Marc Boatwright. "Ford Motor Coompany: Changing the Dealer Culture." Harvard Business School Case 394-073, December 1993.