Motivation as a Driver of Customer Service: The Impact on Automobile Dealerships

The objective of the research is to analyze the relationship of Motivation as a soft skill that drives Customer Service in car dealerships, specifically in sales area employees. The survey was applied to a sample of 81 managers from the sales area of automotive agencies in the Monterrey metropolitan...

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Bibliographic Details
Published in:Mercados y Negocios 2022-01 (45), p.49-68
Main Authors: Escamilla, Roxana Dalila, Segovia-Romo, Adriana, Terán Cázares, Maria Mayela
Format: Article
Language:English
Subjects:
customer service
habilidades blandas
motivación
motivation
servicio al cliente
soft skills
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Summary:The objective of the research is to analyze the relationship of Motivation as a soft skill that drives Customer Service in car dealerships, specifically in sales area employees. The survey was applied to a sample of 81 managers from the sales area of automotive agencies in the Monterrey metropolitan area. The proposed model was linear regression. The surveys were processed with SPSS Statistics. The hypothesis was confirmed, about the positive and significant relationship of the predictor variable and the dependent variable, in the employees of the sales area in the automobile agencies. It is suggested to analyze and build a complementary profile of the necessary soft skills of sales collaborators in car dealerships and other sectors.
ISSN:1665-7039
2594-0163
2594-0163
DOI:10.32870/myn.vi45.7656