An Empirical Study of Service Innovation in Retail Sale of Motorcycles Industry- Service Blueprint Approach

• Main Authors: YU, ZHONG-XIAN, 余宗憲
• Other Authors: CHANG, YING-SHAO
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/x283f2

碩士 === 長榮大學 === 經營管理研究所 === 105 === With the growing economy in Taiwan, the relative share of service industry increases in overall economic product, and serves as a significant role for economic growth. Service innovation has always been a way of being more competitive in modern enterprises, and there is no exception for retail sale of motorcycles industry. Only through continuous innovation, modern companies may win over other practitioners and bring great profit for themselves. Motorcycle Manufacturers, distributors and traditional motorcycle repairing shop in Taiwan bring out innovative service successively, holding the thoughts that service innovation and service science may effectively enhance the competitive capability and brings in profit for company, this research took MingYang company as subject, plotted out the new customer service journey through in-depth interview, and determine the key to service innovation from customer pain points based on literature review. This research provided service innovation alternatives and service blueprint of MingYang as reference for practitioners, with expectations to elevate customer satisfaction and meet customers’ need better. Following results are gained in this research: Complaints from customers about MingYang is maintaining and displaying areas which would make them confused. Also, unclear directions make more confounding. Providing Apps from before-service to after-service with new technology may bring the latest news or events to customers and take good care of the whole service process. The service of case company would make the whole service process, service interaction and website backstage management system more proper through self-viewing service blueprint which can increase customer satisfaction. Providing new service for customer is not only changing method.