The paper describes how retailers in the automotive business who are generally action oriented, overly concerned with prices charged and wanting to see real results in a short time frame can be made aware of their store image. Store image is here defined as the consumers' evaluation of all salient aspects of the store as individually perceived and weighted. An instrument used in 69 studies generating information for strategic decision making is described. An analysis of aggregated results is presented and interpreted as evidence that automotive retailers are in the business of services marketing. Where services marketing is defined as an interactive process in which the benefit is provided to the customer through that individualâs interaction with the physical environment and personnel provided by the retailer. The view is taken that an automotive retailer should lay emphasis on the human interface of his operation and on providing customer oriented after-sales services in order to achieve a successful store image.
In attempting to develop market segments for retail establishments, a Segmentation Index can be used effectively. This is a tool constructed by using a number of subjective and objective criteria in order to determine socio-economic status of the existing customers of an on going concern. Segmentation Index is an important guide for marketing strategy development. In addition to its uses to identify the market segments and loyal versus casual customers, Segmentation Index displays an important relationship to Store Image. By developing congruence between Segmentation Index and Store Image the firm can improve its probability of survival and prosperity in its niche in the marketplace.