A spokeswoman for one domestic auto maker wonders out loud why certain importers such as Toyota, Honda and Lexus consistently get high scores on annual dealership surveys, yet polled dealers always seems to pan her company. James O’Connor, Ford Motor Co. group vice president for North America marketing, sales and service, voices similar frustrations during a December satellite broadcast to Ford dealers outlining changes to the Blue Oval certification program. He complains that Ford ...

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