Service Audit Report: Uber Service Management

In order to understand if Uber is a technology or service oriented company, it is

Surveys, feedback forms and other data collection techniques are all ways in which a company is able to determine the customer experience and analyse any customer service performance dat. Once any data has been collected it must be analysed in a way that can provide feedback to the company in such a way that action can be taken as a result. For many companies this will be a continuous cycle of improvement

When the competition was growing in service sector the demand for service quality was understood. At this time a new question was emerged, if it is possible to apply the principles of TQM in service industry. The literatures and viewpoints of different researchers made the latest moderations to TQM concepts and made TQM adaptable for service sector also.(2) Today, customers have a wide choice of service providers and they would choose only the best service providers in terms of quality, reliability, and profitability and who are at par with international standards. Therefore, the quality of service plays a dominant role and is a primary factor in ensuring the survival of the service provider in the global market. The whole focus is now concentrated on providing services to customer beyond his expectations. This concept is applicable to all service industries and has given birth to the concept of TQM in service

Uncontrollable service. Uber services relies to the behavior, action, and personality of the Uber drivers. They are the face of the company, where all of the drivers represents the brand of Uber and their interaction to the riders always varies and to set a standard service will be considered an realistic in this organization.

One of the biggest issues that Uber faces at the moment is the stack of lawsuits. Uber needs to adopt a zero-tolerance stance for violation of the anti-harassment, anti-discrimination, and anti-retaliation policies no matter the level or performance of the violator. Uber also needs to adopt a more thorough background check process. Uber has had a problem with its ethics recently. Companies such as Airbnb and Lyft have clear values which they try to model in their business activities daily. One way that Uber can address these concerns is by creating a good set of core values. To do this Uber will need to rewrite their core company values to “reflect more inclusive and positive behaviors”. Uber should work with an established and respected company

Quality customer service is indispensable for any company in the transportation industry; proving to be a leading factor, along with price and product, as to why customers will stay or stray (Wadhams, 2014). A few strategies used by leading industries to obtain higher satisfaction service levels include: practicing anticipatory services, adapting to changes within the industry in a timely manner, invite interaction, exercise discretion, stress safety, develop relationships on a name basis, and show transparency. With consistency, each of these procedures can lead to an outstanding customer service base and provide the framework for a strong, committed, and long-lasting organization displaying customer appreciation and rewarded with customer loyalty (10 Customer Service Tips from the Transportation Industry,

The chosen business is Audi which there the Customers demands a high quality service which means before sale of the car, the actual process in the sale, and after sale service this helps the company retain their client. In this report you’ll see the writer has use some underpinning theories such as the Servqual Model, and Loyalty Ladder.

Bilateral review systems are ultimately unreliable. Many customers are forced to say positive, but not necessarily true, traits about themselves or hotels and are usually rated by companies unfairly. For Uber, customers are rated on their behavior, but there are no real standards suggesting what is meant by good, bad, or mediocre behavior. It is purely up to the designation of the driver, which can be more opinionated than factual. Thus, it is not a surprise when a passenger feels perplexed to find out his or her passenger score has been lowered even if the passenger did everything in his or her power to leave a lasting impression on the driver.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

This report describes a dissatisfying service incident and analyses the incident helping to develop recommendations for the serviced provider. The report integrates the description of an incident, a critical analysis of the incident, including and examinations of the service quality gaps model. Customer gap: dimensions, types of encounters and sources of displeasure and Providers Gaps 1, 3 and 4. The objective of this report is to analyse the critical incident description and provide a comprehensive service marketers’ analysis of the critical incident. Through this report recommendations have been made for the firm in order to reduce eliminate and or/ better manage the factors that led to

Certainly, the consumer is one of the most significant components of the service encounter. It may be anticipated that the study of service encounters has mainly focused on the client sector (Jayawardhena et al., 2007). Haksever et al. (2000) also suggest that the ultimate goal of a service encounter is to satisfy customers. Not only is the participant one of the most important elements, but the service provider is also one of them. It could be either human or machine (Fitzsimmons and Fitzsimmons, 2008). Haksever et al. (2000) also point out that the most important

Uber Technologies Inc. is an American online transportation network company based in San Francisco, California and until recently is available worldwide. It develops, markets and operates the Uber mobile app, which allows consumers with smartphones to submit a trip request using the app. The software program then automatically sends the nearest Uber driver the location of the consumer. The Uber app automatically calculates the fare and transfers the payment to the Uber driver. Uber driver’s use their own personal vehicles and work on a part-time need basis by having higher surge charges when drivers are needed. Uber now operates in over 66 countries and 507 cities worldwide. In this paper the basic background of the company, business decisions, different means of transportation they offer, some of the backlash they have encountered, and future technologies they are working on.

In this paper, I will be giving a report on my best service experience and any recommendations that could have made my encounter better from one of ten service encounters that I conducted throughout the semester. I will also be including my worst service encounter experience from one of those ten service encounter forms mentioned a moment ago as well as any recommendations that could have made the encounter one of my best.

As a technology start up and a new mobile app, Uber greatly impacts different aspects of society, such as the taxi industry, legal system, and customer behavior. Certain critiques regarding the safety, use, and fiscal aspects of the technology have emerged that shed light on the problematic aspects of Uber.

Transporting agencies are the firms offering transportation service on a public basis. They exclude private vehicles, planes and other transportation modes used in the industry of carriage. Uber-Company is a transport company that has not only taken the United States with a bang most of the countries in the world. The company mostly operate many taxes that provide transportation for clients in the most efficient way, (Ferrel & Hartline, 2008). Incorporated and started it business in California, the company works in some marketing channel environments to realize its marketability goals. The company has been making huge profits in the last three years, and this has been. As a result of the new set of customer