This could be characterised by the concept of “doing what it says on the tin”. There is however a bit more to it. Much research has shown that customer loyalty is generated by how easy the experience is. And by the same token dissatisfaction and disloyalty is in proportion to how difficult the experience feels.
John and Piers write articles in many publication such as www.am-online.com an Automotive Management magazine, www.icdp.net– International Car Distribution Programme and www.emeraldinsight.com to name but a few
But it is also about the experience. For example providing the right information that makes it easy to take the decision (What repairs do I need? Which car should I buy? Can I afford it? etc)