Yellow Cab Company
Ivy Le (MIT120644)
Jiaqi Jin (MIT130516)
Ran Liu (MIT130444)
Overview (slide1)
Background
Introduction
The Nature of Service
Customer Identification
Communication Methodology
Service Delivery Process
Development of Physical Evidence Risks and Competitors
Conclusion
Background (slide2)
Yellow Taxicabs history:
The original Yellow Cab Company (YCC) firstly opened in Chicago & Illinois.
As known as one of the largest taxicabs in United States.
Expansion from European to Asian Nations.
Australia YCC was adopted horse-drawn taxis The first operator was Queensland
Following the Brisbane introduced 1st horse-drawn Taxis (1965) Identified as hansom cabs a more elaborate type
The motor taxis were no longer being introduced in Australia. Until 1906 Sydney inaugurated motorised taxicabs
The Nature of Service(slide3)
Targets on the people’s bodies in passenger transportation. The informal relation of the discrete transaction.
Highly requires the regular contact personnel exercise judgement in meeting passengers daily.
Extent to which supply is constrained trends to peak demand regularly exceeds capacity & wide- opened the extent of demand fluctuations overtime.
Operation in a logical order so that the service strategies socialise well to the employees.
Organizational citizens achieve back to its proposed strategies.
Customer Identification
The universal cultural values and cross cultural differences. defined the customer identity not specifically on race, religion or culture but are targeted the function eg. Multi Passengers (MPT, 2011).
Identification on customers type is eventually beneficial
YCC classification is configured that the vehicle could carry up to six passengers, maxi cab can be up to ten seater traditional cabs can fit four seater are suited whether the passengers
E.g sporting events, tours, normal taxi use, group airport transfer & extra charging fees for multi passengers. Purposes if customer identification
Selecting target markets associating in an integrated marketing communication strategy categories take into accounts to the consumers Make the efforts delivery good communication
Communication methodology (slide4)
YCC display their marketing purposes through communication professionally explicit. The services in delivery products
Difficultly differentiate them but they succeeded avoiding the threats.
e.g:
YCC from Fleet Operation website: The communicating methods news & customer’s compliments (Brisbane Fleet Services, 2011).
The concentration includes: service branding and operational services efficiency.
The employees’ honesty, customer caring issues. informational, persuasive & reminder styles in media Com.
Illustrated the three basic steps: the offering brand awareness, positive attributes from customer’s comment and the provision of the ongoing contract.
Combining and coordinating the various elements and tools of the communication mix to deliver clear and consistent messages (Hoffman, Bateson, Elliott, & Birch, 2010).
Service Delivery Process (slide5)
Queensland Taxi Strategic Plan(TSP) 2009 case.
Secure taxi ranks at major entertainment precincts.
Ongoing funding of the Taxi Subsidy Scheme (TSS) provide people with disabilities with a viable transport option
Funding the installation of security cameras in Queensland taxis (Nolan,2010) 2010-2015: reduce or better control taxi industry costs improve the productivity of the taxi system taxi system will have a high level of oil resilience & low emissions (Nolan, 2010)
Estimating shows the lack of quality in services Hence, TSP implementing purposes :
1. Ensure that the driver’s deliverables should maintain fairness, security, respect and cultural believes.
2. YCC awareness of the repurchases stage is laid in the accuracy of service
3. the unfulfilled desire emphasises its expectation on road safety and security comprehension.
4. YCC Brisbane