Automotive Service Management, 4th edition

Published by Pearson (March 14, 2024) © 2025

  • Andrew Rezin

eTextbook on Pearson+

ISBN-13: 9780138087760 (2024 update)
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Automotive Service Management is the most comprehensive text available covering the many skills needed to manage in the automotive service industry, whether for car dealerships, repair and maintenance shops, or parts and accessories retailers.

Full of real examples, the content builds from basic knowledge and organizational skills to advanced leadership, planning and employee management. A sample ASE C1 Service Consultant test, with sample questions and test-taking tips, will help you prepare for this certification exam.

The 4th Edition is full of new content, including a chapter on employee development, at-home activities and service consultant insights. End-of-chapter review questions have doubled in number since the last edition, and most graphics were replaced or updated to keep the content fresh.

SECTION 1: SERVICE OPERATIONS

  1. The Automotive Service Industry
  2. Physical Resources
  3. Human Resources
  4. The Repair System
  5. Repair Documents

SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES

  1. Classic Management
  2. Continuous Improvement
  3. Leadership
  4. The Complex Role of Management
  5. Ethics and Stewardship

SECTION 3: MANAGEMENT STRATEGIES

  1. Vision, Mission, and Values
  2. Strategic Planning
  3. Developing Goals
  4. Decision Making

SECTION 4: FINANCIAL MEASUREMENT

  1. Income, Expenses, and Profit
  2. Establishing Repair Pricing
  3. Compensation Plans
  4. Staffing and Shop Capacity
  5. Analysis and Action
  6. Financial Forecasting

SECTION 5: ORGANIZING AND MANAGING YOURSELF

  1. Managing Yourself
  2. Organizing Tips and Tools

SECTION 6: CUSTOMER RELATIONS

  1. The Value of Satisfied
  2. Building Basic Communication Skills
  3. Resolving Customer Disputes

SECTION 7: EMPLOYEE RELATIONS

  1. Recruiting and Selection
  2. Motivating Employees
  3. Employee Development
  4. Progressive Discipline

SECTION 8: MARKETING AND MERCHANDISING

  1. Marketing and Mass Media
  2. Target Marketing and Building an Identity
  3. Point-of-Purchase Merchandising
  4. Selling Service

SECTION 9: LEGAL ISSUES AND RESPONSIBILITIES

  1. Legal Guidelines For Service Operations
  2. Warranties and Service Agreements
  3. Workplace Safety

Appendices

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