ACHIEVING BUSINESS EXCELLENCE WITHIN THE AUTOMOTIVE INDUSTRY: A QUALITATIVE STUDY ON A VOLKSWAGEN RETAILER

Recently, organizations have begun to improve their emphasis on service quality and organizational sustainability owing to the hyper-competitive business processes and conditions. In this frame, organizations, regardless of its business orientation, strive for achieving organizational goals and exploring new and different ways to make a profit. Therefore, business excellence, which is appropriately described as simultaneous satisfaction of both...