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    ASIA unversity > 管理學院 > 國際企業學系 > 博碩士論文 >  Item 310904400/96990

    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/96990

    Title: The impact of public bicycle rental system service failures customer retention rate remedy - A Case Study of Taipei YouBike
    Authors: Wu, Chang-Chieh
    Contributors: 國際企業學系碩士在職專班
    Keywords: global warming;service failure;service recovery
    Date: 2016
    Issue Date: 2016-03-31 14:45:23 (UTC+8)
    Publisher: 亞洲大學
    Abstract: In recent years, global warming and severe gas, causing abnormal weather around the world, causing everyone began to have a consensus for global environmental protection and sustainable management of attention; and then we again after the MRT and high iron to gradually leave our bikes in the life stage times to get it back, the easiest means of transport bicycles and surfaced assume the role of public transport, but because due to the condition of the vehicle at three high loss rate, usage rate, high failure rate, so this bike with a smile for the study case, to study people on bicycles smiling (YouBike) of service failure, study the impact of service recovery and customer retention rate.
    The main purpose of this study is to analyze case studies to make interviews, interviews and therefore subject to the pre-designed way in order to make an appointment interview; results of this study showed that the customer maintains a relationship-oriented service efficiency Care, interactive relationship, deletion and "people "relevant, which obviously pointed out the necessity of the presence of service personnel to have the culture of professional service quality, so the education and training of employees have" Professional service quality "is to improve the service missing priority.
    Discussion of this study was to identify the impact Smiling via bicycle enterprises should strengthen the training of employees to deal with customer complaints, giving first-line service personnel relative elasticity of authorized and trained service personnel in the face of different service failure situation, should adopt the remedy, companies must be able to set both to satisfy the customer, and they can at compensating companies can reasonably afford way of remedy, in order to reduce customer dissatisfaction, potential customers are the key factors to retain, it is desirable to conclusions for future To develop a reference implementation units of smiling bicycle.
    Appears in Collections:[國際企業學系] 博碩士論文

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