| dc.description.abstract | In order to provide consumers with a consistent service experience, consumers are provided with a quality car experience and added value at each service contact point in both online and offline stores.
In today′s era of customer-oriented service innovation, optimizing the consumer experience is not about the introduction of new technology features into the service, but also about re-examining the pain points from the perspective of consumers, analyzing the behavior of consumers during the overall car rental experience, gaining a deeper understanding of the current service process of the car rental industry, and strengthening the service experience of consumers, which is an important issue that enterprises should not ignore.
In this study, Company C of the car rental industry was used as a case study to understand the existing service delivery and service delivery deficiencies in the car rental industry from ＂vehicle reservation＂, ＂car pickup＂, ＂car return＂ and ＂customer feedback＂, to map out the customer journey to understand the consumer contact pain points, to further propose optimization ideas, to optimize the overall service process with service blueprint design, and to re-build the service blueprint to review The overall service process.
Finally, the study proposes to diversify the service contact points of new technology in the car rental industry, create a membership system with high repurchase rate, and provide a consistent service experience. It is expected that the results of the study will be helpful to the car rental company in improving the service delivery quality. | en_US |