How do users view time-sharing car: Research of user feedback based on customer journey
A deficit in comprehensive academic research on user feedback for time-sharing cars exists. This study addresses this shortfall by examining 123.8 thousand user posts from Baidu Post Bar’s social media. Within a customer journey framework, it gathers and assesses user feedback to chart the progressi...
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| Format: | Article |
| Language: | English |
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Tsinghua University Press
2025-03-01
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| Series: | Journal of Highway and Transportation Research and Development |
| Subjects: | |
| Online Access: | https://www.sciopen.com/article/10.26599/HTRD.2025.9480053 |
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| _version_ | 1849326087780171776 |
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| author | Yan Xu Xu Ji Xiaobo Tao |
| author_facet | Yan Xu Xu Ji Xiaobo Tao |
| author_sort | Yan Xu |
| collection | DOAJ |
| description | A deficit in comprehensive academic research on user feedback for time-sharing cars exists. This study addresses this shortfall by examining 123.8 thousand user posts from Baidu Post Bar’s social media. Within a customer journey framework, it gathers and assesses user feedback to chart the progression, repercussions, and triggers of negative experiences. The analysis shows that feedback clusters around car usage, return, settlement, and after-sales stages. Key issues, such as inadequate vehicle conditions, filthy interiors, and post-use violation misassessments, frequently lead to dissatisfaction and distrust, spurring negative word-of-mouth. The study further pinpoints the obsolescence of user supervision technology as a primary cause of user liability risks, including unruly customer behavior and hygiene concerns. This technological lag not only compounds these issues but also triggers a broken window effect through negative word-of-mouth, creating a vicious cycle of deteriorating service quality. Finally, the paper evaluates the efficacy of current service strategies in the time-sharing car industry and suggests strategic directions for future improvement. |
| format | Article |
| id | doaj-art-e0c07b75c5ea49f0b53eaa964984a29c |
| institution | Kabale University |
| issn | 2095-6215 |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Tsinghua University Press |
| record_format | Article |
| series | Journal of Highway and Transportation Research and Development |
| spelling | doaj-art-e0c07b75c5ea49f0b53eaa964984a29c2025-08-20T03:48:14ZengTsinghua University PressJournal of Highway and Transportation Research and Development2095-62152025-03-01191617110.26599/HTRD.2025.9480053How do users view time-sharing car: Research of user feedback based on customer journeyYan Xu0Xu Ji1Xiaobo Tao2Department of Management, North China University of Technology, Beijing 100144, ChinaDepartment of Management, North China University of Technology, Beijing 100144, ChinaDepartment of Management, North China University of Technology, Beijing 100144, ChinaA deficit in comprehensive academic research on user feedback for time-sharing cars exists. This study addresses this shortfall by examining 123.8 thousand user posts from Baidu Post Bar’s social media. Within a customer journey framework, it gathers and assesses user feedback to chart the progression, repercussions, and triggers of negative experiences. The analysis shows that feedback clusters around car usage, return, settlement, and after-sales stages. Key issues, such as inadequate vehicle conditions, filthy interiors, and post-use violation misassessments, frequently lead to dissatisfaction and distrust, spurring negative word-of-mouth. The study further pinpoints the obsolescence of user supervision technology as a primary cause of user liability risks, including unruly customer behavior and hygiene concerns. This technological lag not only compounds these issues but also triggers a broken window effect through negative word-of-mouth, creating a vicious cycle of deteriorating service quality. Finally, the paper evaluates the efficacy of current service strategies in the time-sharing car industry and suggests strategic directions for future improvement.https://www.sciopen.com/article/10.26599/HTRD.2025.9480053transport economicstime-sharing carcustomer journeyusers’ emotional attitudeword-of-mouth communicationservice improvement strategy |
| spellingShingle | Yan Xu Xu Ji Xiaobo Tao How do users view time-sharing car: Research of user feedback based on customer journey Journal of Highway and Transportation Research and Development transport economics time-sharing car customer journey users’ emotional attitude word-of-mouth communication service improvement strategy |
| title | How do users view time-sharing car: Research of user feedback based on customer journey |
| title_full | How do users view time-sharing car: Research of user feedback based on customer journey |
| title_fullStr | How do users view time-sharing car: Research of user feedback based on customer journey |
| title_full_unstemmed | How do users view time-sharing car: Research of user feedback based on customer journey |
| title_short | How do users view time-sharing car: Research of user feedback based on customer journey |
| title_sort | how do users view time sharing car research of user feedback based on customer journey |
| topic | transport economics time-sharing car customer journey users’ emotional attitude word-of-mouth communication service improvement strategy |
| url | https://www.sciopen.com/article/10.26599/HTRD.2025.9480053 |
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