Evaluating Service Quality in Automotive Outsourcing: Gaps Between Standards and Practice

Abstract Outsourcing plays a pivotal role in the automotive industry, enabling companies to optimize processes and focus on core competencies. However, evaluating service quality remains a challenge due to significant gaps between standardized frameworks, such as ISO 9001 and IATF 16949, and the practical requirements of collaboration with service providers. This article reviews current research on service evaluation in the automotive sector, emphasizing the specific attributes of relationships between service providers and recipients. The paper also analyses findings from pilot studies, which highlight the importance of developing integrated methodologies for assessing service quality. These methodologies aim to effectively bridge theoretical standards with operational practices. The results underline the need for further research to unify evaluation models, contributing to enhanced outsourcing management across the automotive industry.