Research On Auto Service Recovery Based On Cybermediary

With the improvement of people's living standard in our country,the Chinese society is entering the "service economy" era.The so-called "service economy",meaning there are two aspects: one is the role of services in industrial economy of the whole is important;the other one is services' relative importance is becoming stronger in the process of providing service,which is the process of servitization.From independence to integration,the relationship between product sales and product service make service more and more important.In the process of complex services,we must learn the most critical factors that affect customer satisfaction,which is the most important method to enhance service quality and customer satisfaction.This study mainly choose SOHU auto platform's car owners' complaints data as the research object,the main purpose is to clear which kind of service may be compliant by car owner,the agility of service recovery after service failure,how the fairness can impact car owner's satisfaction.Based on service failure attribution(car sales,maintenance service failure attribution),customer satisfaction(the car owners' complaints satisfaction),service recovery(in the process of car sales,maintenance service recovery),classifying SOHU auto complaints platform's complaint data,refer and compare service failure attribution theory,service recovery fairness theory,explore and correction what is the most suitable management system of recovery service.Then sorting the owner telephone return data by SPSS,refer and compare service recovery effects theory,verify the steps of auto enterprise service recovery,as well as the service recovery agility impact on satisfaction of car owner.This research sorted the SOHU auto complaints platform's nearly 4000 data from 2014 to 2015,extract the complaint processing time,complaints reasons,remedy,completion time,recovery plan and time of completion,according to the service failure attribution theory,empirical how complaints reason affects owners complaints;sorted the telephone return of car owner's date,extract the satisfaction of car owner,satisfaction with complaint handling,verify the empirical service recovery agility affects car owners' complaints satisfaction.The suggestion is giver as followed,under the existing service recovery management system,the SOHU should improve the quality of service reliability of service,which will enhance car owners' satisfaction greatly.Hope this suggestion can guide the car service recovery management in practical.