Automotive Service Management, 4th edition
Published by Pearson (July 16, 2024) © 2025
Andrew Rezin

Title overview

For courses in automotive service management.

The most complete guide to managing in the automotive service industry

Automotive Service Management covers 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, it builds from basic knowledge and organizational skills to advanced leadership, planning and employee management.

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.

Hallmark features of this title

Foundations of automotive service management

  • More than 30 critical topics incorporate key skills and knowledge, from automotive technology and repairs to financial forecasting and dispute resolution.
  • ASE C1 competencies, listed in the appendices, are cross-referenced to their location in the text.

Real-world examples

  • Case studies throughout show how theory and principles are applied in daily business practices.
  • EXPANDED: Most illustrations and figures were replaced or updated to keep the content fresh.

Direct applications

  • UPDATED: A sample ASE C1 Service Consultant test (Appendix C), with sample questions and test-taking tips, gets students ready for this certification exam.
  • EXPANDED: Theory Into Practice exercises prepare learners to respond to on-the-job scenarios.

New and updated features of this title

New and enhanced content

  • NEW: A new chapter, Employee Development (Ch. 28), addresses long-range personnel development and planning. Additional new content throughout the text covers related topics, including employee orientation, employee retention and international labor safety standards.
  • EXPANDED: Chapter 16 from the 3rd Edition, Compensation Plans, has expanded into two new chapters: Chapter 16, Establishing Repair Pricing, and Chapter 17, Compensation Plans.
  • REVISED: Content was revised for inclusiveness. The entire manuscript was reviewed and updated to ensure all terminology is acceptable and inclusive of diverse audiences.

New engagement opportunities

  • NEW: Putting Into Practice at-home activities offer an active approach to concept application.
  • NEW: Service Consultant Insights in each chapter provide practical tips related to the content.
  • EXPANDED: End-of-chapter review questions have doubled in number since the last edition. Students answer true or false and multiple-choice questions to gauge their understanding.

Table of contents

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

Author bios

About our author

Andrew A. Rezin is Emeritus Chair of Automotive and Applied Technologies at Columbus State Community College, Past Director of the Midwest Hydrogen Center of Excellence located at The Ohio State University Center for Automotive Research, and an independent consultant in the automotive and educational space. Dr. Rezin brings a unique perspective to the subject of service management based on his diverse automotive background in industry and higher education.

Drawing upon 20 years of private sector auto industry experience working for major automotive manufacturers and managing large service departments, combined with his extensive experience as college instructor and department chairperson, he provides a unique and informed perspective based on real-life experience with the critical topics so necessary to be successful in the modern automotive service industry.

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