A Study on The Value Creation in Customer Complaints Handling – Post-sales Service for Buildings

• Main Authors: Chien-Cheng Su, 蘇建誠
• Other Authors: Jen-rong Lee
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/56176821644644751628

碩士 === 國立高雄第一科技大學 === 營建工程所 === 97 === Post-sales services constitute a ring in the performance bonds of the complete sales process of sales (pre-sales), marketing (sales), and post-sales services (post-sales) (Zhi-cong Yu, 2004). Post-sales services occupy the longest period of time in terms of the tangible and intangible life cycles of products or services. In terms of legal responsibilities, performance responsibilities end with the expiration of the warranty period. In terms of the ethical side of corporate social responsibility, warranty periods are negotiable flexible spaces. In terms of brand image, warranty periods are not only an index for the continuous operation of current industries, but are also a key factor in the practical ability of quality guarantees as well as corporate vitality. Customer complaints handling refers to compensatory actions for shortcomings in services in the pre-sales, sales, and post-sales process and emphasizes putting the customer first, corporate continuity, process harmony, and successful conclusions. Customer loss complaints are generally more prevalent and of greater importance in the construction industry due to the large number of participants as well as the lengthier construction process. Consequently, this study focuses on the post-sales services closest to customers as a range of research. First, it is the severest test to industry vitality. Second, facing customers is equivalent to facing the market. “Incorporation into the market is necessary for grasping the market; grasping the market is necessary for creating value; creating value is necessary for continuous operation”. This study analyzes the holistic environment of the characteristics of economics, laws, consumer behaviors, society, and the construction industry through literature review and the application of the deductive method, SWOT analysis, and induction in case studies. We examine the fusion and conflicts in macro-level globalization thinking and the special characteristics of local diversification as a foundation. We then examine the policy, process, and system changes that have arisen in corporate operations due to globalization, and also the fusion and conflicts involved in the M-typing of society, the M-typing of customer complaint behaviors, the personalization of knowledge economy-era consumer behaviors, and customization of products and services that have resulted from globalization. We then incorporate the product quality ethics of product quality management gurus Deming, Crosby, and Juran in attempting to establish a value system framework for construction customer complaints handling in order to advance the quality of construction customer complaints handling and improve the capabilities for creating customer value.