Publisher's Synopsis
The main topic of this book is the introduction of a new mobility service: One-Way and Open-End car-sharing. Dr. Bodo Schwieger describes a process starting from the anticipation and measurement of customer's needs to the introduction of innovative services. The described field test is second to none, as it offers gasoline vehicles in a One-Way rental scheme within an urban environment: 25 Smart vehicles were based at 8 stations and available to 4,000 car-sharing customers. This service is being analyzed for efficiency and customer reactions. In a second step, other car-sharing companies in Hamburg (Germany), Seattle (Washington), Kyoto and Tokyo (Japan) are analyzed for their approaches to improving their services.;The author applies the methods of "service engineering". This approach combines technological competence, marketing know-how and customer analysis. Car-sharing has recently become a highly relevant topic with the fast expansion of the American providers and the market entry of Deutsche Bahn AG and Shell AG in Germany. The method respects the large amount of interdependence with other services and also the multiplicity of different customer groups. Thus it can be transferred to other (transportation) services - and used as a beginner's guide to service analysis. The book is based on the author's dissertation, which was accepted at the Technical University of Berlin in 2003. It delivers, on 150 pages, densely accumulated information. It is worth reading for anyone who is involved in introducing and developing new services, either within transportation or in related branches.
