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題名 開設2minutes2claim索賠援助公司的商業企畫書
Business plan: 2minutes2claim作者 薛世坦
Soulié, Stanislas貢獻者 白德傑
Brodowsky, Glen
薛世坦
Soulié, Stanislas關鍵詞 商業企畫書
Business Plan
2minutes2claim日期 2018 上傳時間 3-Jul-2018 17:29:51 (UTC+8) 摘要 The idea of undertaking 2minutes2claim comes from a personal experience; it all started when, one week after leaving a shared apartment, I received an email stating that my deposit would be fully kept by the real estate agency, for an invalid reason. I felt betrayed and frustrated to be part of the long list of victims being scammed by their landlords. Above all, I felt defenseless to recover this deposit, and I was certainly not willing to seek help from costly lawyers. Therefore, I managed, by motivation and persuasion, to recover this money by my own means. And I thought; what if I did that for other people? I then noticed that it is usually really difficult for dissatisfied consumers to be heard. Although their claims are primarily eligible for compensation, clients do not complete the process. I believe reasons of not going through the claim processes are often related to the lack of time, laziness or administrative phobia. And on the other hand, companies, sometimes unaware of the dissatisfaction caused to their customers, would be willing to offer compensation to avoid bad publicity. 2minutes2claim aims to take over from A to Z the claim procedure and would offer its services to customers and to companies and encourage dissatisfied consumers to delegate their complaints in a few quick steps. Both will be winners; the customer because he does not have the time or the know-how to make properly the claim request, and the company because it wishes to satisfy its clients. 2minutes2claim will support different types of claims, which will belong to two main categories: Travel and Housing.2minutes2claim is finally what consumers and companies have always been waiting for: delegating the process of creating and following a full complaint procedure. 參考文獻 Anderson E.W, Sullivan M.W. (1993), The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12, 2, 125-143.Andreani J.C. et Conchon F., Méthodes d’analyse et d’interprétation des études qualitatives: état de l’art en Marketing.Andreasen A.R., Best A. (1977), Consumer Complain. Does Business Respond? Harvard Business Review, 55, 4, 93–101.Ballantyne D., Christopher M. and Payne A. (1991), Relationship Marketing: Bringing quality customer service and marketing together.Bardin L. (2003), L’analyse de Contenu. Paris, PUF, p47Barnes, J.H., Blodgett J.G. and Wakefield K.L. (1995), The effects of customer service on consumer complaining behavior. Journal of Services Marketing, Vol. 9 Issue: 4, pp.31- 42.Baumeister R.F., Bratslavsky E., Finkenauer C. and Vohs K.D. (2001), Bad is strongerthan good. Review of General Psychology 5 (4): 323-70.Bearden W.O. and Oliver R. (1985), The Role of Public and Private Complaining inSatisfaction in Problem Resolution. Journal of Consumer Affairs, 19, 2, 222-240.Bies R.J and Tripp T.M. (1996), Beyond distrust: « Getting even » and the need forrevenge. Trust in Organizations, 246-260.Bitner M., Booms B.H and Tetreault M.S (1990), The service encounter: diagnosingfavorable/unfavorable incidents. Journal of Marketing, 54, 71-84.Blodgett J.G. and Granbois D.H. (1993), The Effect of Perceived Justice of Complainant’s Negative Word of Mouth Behavior and Repatronage Intentions. Journal of Retailling, 69, 4, 399-426.Bolton R.N. and Drew J.H. (1994), Linking Customer Satisfaction to Services Operations and Outcomes, Service Quality: New Directions in Theory and Practice. Eds Rust R.T., Oliver R.L., Thousand Oaks CA, Sage Publications, 173-200.Brewer J. and Hunter A. (1989), Multimethod Research: a synthesis of styles. SagePublication.Chaudhuri A. and Holbrook B. (2001), The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing.Chebat J.C. and Slusarczyk W. (2005), How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5): 664-673.Conlon D.E. and Murray N.M (1996), Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations. Academy of Management Journal, 39, 4, 1040-1056.Crié D. (2001), Un cadre conceptuel d’analyse du comportement de réclamation,Recherche et Applications en Marketing, 16, 1, p 45-54.Davidow M. (2003), Organizational responses to customer complaints: what works andwhat doesn’t. Journal of Service Research, 225.Day R.L., Grabicke K., Schaetzle T. and Staubach F. (1981), The hidden agenda ofconsumer complaining, Journal of Retailing, 57, 3, 86-106. 描述 碩士
國立政治大學
國際經營管理英語碩士學位學程(IMBA)
1069330551資料來源 http://thesis.lib.nccu.edu.tw/record/#G1069330551 資料類型 thesis dc.contributor.advisor 白德傑 zh_TW dc.contributor.advisor Brodowsky, Glen en_US dc.contributor.author (Authors) 薛世坦 zh_TW dc.contributor.author (Authors) Soulié, Stanislas en_US dc.creator (作者) 薛世坦 zh_TW dc.creator (作者) Soulié, Stanislas en_US dc.date (日期) 2018 en_US dc.date.accessioned 3-Jul-2018 17:29:51 (UTC+8) - dc.date.available 3-Jul-2018 17:29:51 (UTC+8) - dc.date.issued (上傳時間) 3-Jul-2018 17:29:51 (UTC+8) - dc.identifier (Other Identifiers) G1069330551 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/118264 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 國際經營管理英語碩士學位學程(IMBA) zh_TW dc.description (描述) 1069330551 zh_TW dc.description.abstract (摘要) The idea of undertaking 2minutes2claim comes from a personal experience; it all started when, one week after leaving a shared apartment, I received an email stating that my deposit would be fully kept by the real estate agency, for an invalid reason. I felt betrayed and frustrated to be part of the long list of victims being scammed by their landlords. Above all, I felt defenseless to recover this deposit, and I was certainly not willing to seek help from costly lawyers. Therefore, I managed, by motivation and persuasion, to recover this money by my own means. And I thought; what if I did that for other people? I then noticed that it is usually really difficult for dissatisfied consumers to be heard. Although their claims are primarily eligible for compensation, clients do not complete the process. I believe reasons of not going through the claim processes are often related to the lack of time, laziness or administrative phobia. And on the other hand, companies, sometimes unaware of the dissatisfaction caused to their customers, would be willing to offer compensation to avoid bad publicity. 2minutes2claim aims to take over from A to Z the claim procedure and would offer its services to customers and to companies and encourage dissatisfied consumers to delegate their complaints in a few quick steps. Both will be winners; the customer because he does not have the time or the know-how to make properly the claim request, and the company because it wishes to satisfy its clients. 2minutes2claim will support different types of claims, which will belong to two main categories: Travel and Housing.2minutes2claim is finally what consumers and companies have always been waiting for: delegating the process of creating and following a full complaint procedure. en_US dc.description.tableofcontents 1 Presentation of the company 11.1 Beginning and first achievements 11.1.1 The basic concept 11.1.2 The business model 11.1.3 The minimum viable product (MVP) 21.1.4 Short term financing 32 Presentation of the opportunity 52.1 France: a startup friendly nation 52.2 A huge potential market 62.2.1 The legaltech wave in France 62.2.2 The trend for after-sale service 72.2.3 Approaching companies 82.2.4 Computing the market size 82.3 A fierce competitive environment 113 Strategy to capture the market 143.1 Three strategic pillars 143.1.1 Early entry 143.1.2 Online only 153.1.3 Fast processing 153.2 Aggressive marketing strategy 163.2.1 Google AdWords 163.2.2 Press campaign 173.2.3 Other types of communication means 174 Financial analysis and revenue forecast 184.1 Assumptions on the number of clients 184.2 Online acquisition of new clients 184.3 Expected revenues 194.4 Cost drivers and expenses 204.4.1 Cost drivers 204.4.2 External expenses 214.4.3 Salaries 224.5 Profitability 234.6 Cash flow and financial needs 234.7 Financial planning 244.7.1 Short term financing at early stage 244.7.2 Successive fundraisings 244.7.3 Exit plan 25Appendix 26Bibliography 28 zh_TW dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G1069330551 en_US dc.subject (關鍵詞) 商業企畫書 zh_TW dc.subject (關鍵詞) Business Plan en_US dc.subject (關鍵詞) 2minutes2claim en_US dc.title (題名) 開設2minutes2claim索賠援助公司的商業企畫書 zh_TW dc.title (題名) Business plan: 2minutes2claim en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) Anderson E.W, Sullivan M.W. (1993), The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12, 2, 125-143.Andreani J.C. et Conchon F., Méthodes d’analyse et d’interprétation des études qualitatives: état de l’art en Marketing.Andreasen A.R., Best A. (1977), Consumer Complain. Does Business Respond? Harvard Business Review, 55, 4, 93–101.Ballantyne D., Christopher M. and Payne A. (1991), Relationship Marketing: Bringing quality customer service and marketing together.Bardin L. (2003), L’analyse de Contenu. Paris, PUF, p47Barnes, J.H., Blodgett J.G. and Wakefield K.L. (1995), The effects of customer service on consumer complaining behavior. Journal of Services Marketing, Vol. 9 Issue: 4, pp.31- 42.Baumeister R.F., Bratslavsky E., Finkenauer C. and Vohs K.D. (2001), Bad is strongerthan good. Review of General Psychology 5 (4): 323-70.Bearden W.O. and Oliver R. (1985), The Role of Public and Private Complaining inSatisfaction in Problem Resolution. Journal of Consumer Affairs, 19, 2, 222-240.Bies R.J and Tripp T.M. (1996), Beyond distrust: « Getting even » and the need forrevenge. Trust in Organizations, 246-260.Bitner M., Booms B.H and Tetreault M.S (1990), The service encounter: diagnosingfavorable/unfavorable incidents. Journal of Marketing, 54, 71-84.Blodgett J.G. and Granbois D.H. (1993), The Effect of Perceived Justice of Complainant’s Negative Word of Mouth Behavior and Repatronage Intentions. Journal of Retailling, 69, 4, 399-426.Bolton R.N. and Drew J.H. (1994), Linking Customer Satisfaction to Services Operations and Outcomes, Service Quality: New Directions in Theory and Practice. Eds Rust R.T., Oliver R.L., Thousand Oaks CA, Sage Publications, 173-200.Brewer J. and Hunter A. (1989), Multimethod Research: a synthesis of styles. SagePublication.Chaudhuri A. and Holbrook B. (2001), The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing.Chebat J.C. and Slusarczyk W. (2005), How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5): 664-673.Conlon D.E. and Murray N.M (1996), Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations. Academy of Management Journal, 39, 4, 1040-1056.Crié D. (2001), Un cadre conceptuel d’analyse du comportement de réclamation,Recherche et Applications en Marketing, 16, 1, p 45-54.Davidow M. (2003), Organizational responses to customer complaints: what works andwhat doesn’t. Journal of Service Research, 225.Day R.L., Grabicke K., Schaetzle T. and Staubach F. (1981), The hidden agenda ofconsumer complaining, Journal of Retailing, 57, 3, 86-106. zh_TW dc.identifier.doi (DOI) 10.6814/THE.NCCU.IMBA.003.2018.F08 -
