Abstract
Despite a severe market environment over the past decade, the Toyota dealership, Nets Toyota Nangoku, has maintained superior customer satisfaction. This dealership has ranked number one in customer satisfaction among 300 Toyota dealerships every year for the last fourteen. To investigate the dealership’s success, we interviewed a number of Nets’ managers and arrived at the following conclusions about its success: (1) Altruism plays an important role not only in terms of customer satisfaction but also for employee satisfaction. The purpose of sales representatives is not primarily to attain sales incentives, but, instead, to cater to and satisfy customers. (2) Relations of cause and effect between customer satisfaction and employee satisfaction are reciprocal. Generally, employee satisfaction causes customer satisfaction and vice versa at Nets Toyota Nangoku. (3) Employee satisfaction is a major goal or purpose of organization. Nets Toyota Nangoku created the single composite goal of achieving both financial success and employee satisfaction. (4) A high level of internal service quality factors within an organization such as Nets Toyota Nangoku empower employees greatly, develop employee’s potential capabilities, and increase employee satisfaction.
