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 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.