基于PAC理论大学生包车服务平台用户投诉管理研究

Research on User Complaint Management of Charter Service Platform for College Students Based on PAC Theory

分析大学生包车服务平台投诉管理现状及存在的问题,针对平台存在的问题利用PDC循环建立平台投诉管理流程,分析用户投诉心理,针对不同心理采用不同方式应对。根据PAC人格结构理论,分析用户投诉时的人际交往模式,通过改变自身状态来应对用户投诉相应的状态,从而更好的处理投诉。

The article analyzes current situation and existing problems of complaint management of charter service platform for college students, establishes complaint management process of platform through PDC cycle, analyses complaint psychology of users, and adopts different coping ways for different psychological problems. According to theory of PAC personality structure, the article analyzes interpersonal communication mode of users while complaining, and responds to corresponding complaint status of users through changing own status, to handle complaints better.