| URN |
etd-0712116-182225 |
Statistics |
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|
| Author |
Shun-liang Lin |
| Author's Email Address |
alsl55650@gmail.com |
| Department |
Institute Of Mechanical Engineering |
| Year |
2014 |
Semester |
2 |
| Degree |
Master |
Type of Document |
Master's Thesis |
| Language |
zh-TW.Big5 Chinese |
Page Count |
89 |
| Title |
Case study staging investigate customer complain managerial tactics-in case of F automobile corp |
| Keyword |
service process
case study staging
customer complain
service missing
service technique
service quality
service quality
service technique
service missing
customer complain
case study staging
service process
|
| Abstract |
This study adopted case study to probe the written record of F Automobile Serviceˇ¦s customer complaints throughout 2015. Approach a subject from the service and customer complaints records to confirm the cognitive differences between vehicle maintenance plant and customers, and take the measure of management strategies based on the possible cognitive differences. Try to find out the cause of customer complaints and competent authority, and whether there is cognitive differences between vehicle maintenance plant and customers or not. We probed the 1264 written records about the four services, including service missing, service technique, service quality, and service process to provide feasible measures of management for F automobile corp to use as a reference. This study says that there are some coincidences between the service of Automobile Service and customer complaints. Direct against the situation of differences, and give the measure of management strategies to improve it. After putting it into implement, compare January to March 31 2015 with January to March 31 2016, we found out that the service missing and service technique decrease obviously. It shows that measures of management of this study is effective. At last make suggestions and discussions based on the result, for the automotive practitioners in the future to refer. |
| Advisor Committee |
Kun-ling Wu - advisor
Li-zhen Chen - advisor
Min-Yang Li - chair
|
| Files |
indicate in-campus access immediately and off-campus access at 2 years |
| Date of Defense |
2016-07-07 |
Date of Submission |
2016-07-18 |
