I'm a student
I'm an educator
Request full copy

Automotive Service Management, 3rd edition

Published by Pearson (January 3, 2018) © 2019

  • Andrew Rezin

eTextbook

per month

  • Anytime, anywhere learning with the Pearson+ app
  • Easy-to-use search, navigation and notebook
  • Simpler studying with flashcards
$159.99

  • Hardcover, paperback or looseleaf edition
  • Affordable rental option for select titles
  • Free shipping on looseleafs and traditional textbooks

For courses in automotive principles.

A complete guide to managing an automotive repair business

Automotive Service Management: Principles into Practice is the most comprehensive text available on the skills and knowledge needed to own or manage or an automotive repair business. Conversational and full of real-world examples, the text builds from basic industry knowledge and organizational skills to advanced leadership, planning and human resource management.

The 3rd Edition has the most up-to-date guidance on leadership, industry skill sets and practical applications. It includes a sample ASE C1 Service Consultant Test to help students prepare for this certification exam.

Hallmark features of this title

Latest developments in automotive service management

  • More than 30 critical topics survey the skills and principles of automotive service management, from repairs and resources, to financial forecasting and resolving customer disputes.
  • Content on leadership throughout addresses the skills and knowledge needed to run an automotive business.
  • A focus on service consultants pinpoints the skills and knowledge required for entry-level service management positions.

Practical applications

  • Theory Into Practice exercises give students practice handling actual scenarios from the field.
  • A business forms appendix provides materials useful for developing practice exercises.
  • An appendix cross-references ASE C1 competencies to their location in the text.

New and updated features of this title

ASE C1 exam prep

  • NEW: A sample ASE C1 Service Consultant Test, as well as sample questions and test-taking tips, have been added to a new appendix.
  • NEW: Key concepts pull-out boxes throughout highlight the most important content.

Practical applications

  • NEW: Analysis of new technology tools addresses how Service Operations uses resources such as apps and social media to communicate more effectively with customers.
  • EXPANDED: New real-world examples and case studies throughout demonstrate how theory and principles are applied in everyday business practices.
  • EXPANDED: More than 65 new and updated illustrations and figures illustrate and reinforce content.

1. The Automotive Service Industry
2. Physical Resources
3. Human Resources
4. The Repair System
5. Repair Documents
6. Classic Management
7. The Quality Movement
8. Leadership
9. The Complex Role of Management
10. Ethics and Stewardship
11. Vision, Mission, and Values
12. Strategic Planning
13. Developing Goals
14. Decision Making
15. Income, Expenses, and Profit
16. Compensation Plans
17. Staffing and Shop Capacity
18. Analysis and Action
19. Financial Forecasting
20. Managing Yourself
21. Organizing Tips and Tools
22. The Value of Satisfied Customers
23. Building Basic Communication Skills
24. Resolving Customer Disputes
25. Recruiting and Selection
26. Motivating Employees
27. Progressive Discipline
28. Marketing and Mass Media
29. Target Marketing and Building an Identity
30. Point-of-Purchase Merchandising
31. Selling Service
32. Legal Guidelines for Service Operations
33. Warranties and Service Agreements
34. Workplace Safety

About our author

Andrew A. Rezin is Emeritus Chair of Automotive and Applied Technologies at Columbus State Community College and Director of the Midwest Hydrogen Center of Excellence located at The Ohio State University Center for Automotive Research. Dr. Rezin brings a unique perspective to the subject of service management based on his diverse automotive background. Drawing upon 20 years of private sector experience working for major automotive manufacturers and as a manager in large retail service departments combined with his extensive experience as college instructor and department chair, he provides a unique and informed perspective based on real-life experience of the critical topics so necessary to be successful in the modern automotive service industry.

Need help? Get in touch

Pearson+

All in one place. Pearson+ offers instant access to eTextbooks, videos and study tools in one intuitive interface. Students choose how they learn best with enhanced search, audio and flashcards. The Pearson+ app lets them read where life takes them, no wi-fi needed. Students can access Pearson+ through a subscription or their MyLab or Mastering course.

Video
Play
Privacy and cookies
By watching, you agree Pearson can share your viewership data for marketing and analytics for one year, revocable by deleting your cookies.

Video transcript (PDF | 16KB) 

Pearson eTextbook: What’s on the inside just might surprise you

They say you can’t judge a book by its cover. It’s the same with your students. Meet each one right where they are with an engaging, interactive, personalized learning experience that goes beyond the textbook to fit any schedule, any budget, and any lifestyle. 

Digital Learning NOW

Extend your professional development and meet your students where they are with free weekly Digital Learning NOW webinars. Attend live, watch on-demand, or listen at your leisure to expand your teaching strategies. Earn digital professional development badges for attending a live session.

Explore webinars