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Ryan

I think you make a great point. But I don't think the Auto Industry expects a lower standard they just expect to be treated fairly.

I think you might be right. I think because there potentially is a stigma attached to the Auto industry that might lead to an increased sensitivity by consumers but maybe that is because beside buying a house it is the most expensive purchase people make in their lives?

If you buy a Sony DVD player from Best Buy for $150 are you really thinking that much about the buying experience?

As long as the cashier isn't an Ahole they will go on their way and if the product turns out to be crap they might go online and review it badly on some Electonics forum.  But how much damage can that one review about that one product do to Sony? And how many people will actually take the time to leave that review over a $150 product?

On the other hand when someone is buying a $30000 car there is much more stress and apprehension about that purchase so perhaps they are more inclined to find negatives in the buying experience regardless of whether they end up purchasing or not which in turn might make them more likely to share the negatives of that process over the positives?

My point is as I said before, while the stats from the ZMOT thesis say one thing I think in reality the Auto industry for what ever reason do not fit in to the same shell as other industries.  But that goes for a lot of things in this Biz.

Thanks for the dialogue.