| Household electrical appliances which are as commonly daily consumer goods area part of people’s life.After-sales service of household electrical appliances is a critical social concern.With the developing of science and technology,many new types of household electrical appliances have emerged which are greatly satisfy with consumers1 pursuit of quality life,but after-sales service cannot match the consumers’demand seriously.Service complaints,poor revenue and low enthusiasm of employees and so on are facing in after-sales service of household electrical appliances,which affect life quality of consumers and development of household electrical appliance industry.With processing of the society and upgrading of consumption concept,many new changes have been taken place in after-sales service of household electrical appliances.MZ Company is a new service company with the core of providing value-added after-sales services of household electrical appliances.MZ Company has dramatically grown and its business scale has exceeded 300 million Yuan and has been becoming a well-known enterprise in the servicer industry in recent years.During the operation,MZ Company encountered bottlenecks in business development and some problems in operation and customer management.Meanwhile,the service industry developed rapidly and new changes had taken place in the external environment.In order to adapt to the requirements of industry development,solving its own management problems and achieving further development of the enterprise,MZ Company adopts a new business model.Crowdsourcing theory provides new ideas for the development.Building a crowdsourcing platform for after-sales service of household electrical appliances would improve the company’s service ability and solve the problems which faced by the development.This paper aims to construct a crowdsourcing platform for after-sales service of household electrical appliances which was employed to improve or solve the problems of after-sales service.Crowdsourcing platform for after-sale service of household electrical appliances is constructed by crowdsourcing theory which involves designing of crowdsourcing platform and developing information platform actually to innovate traditional business model.The research content includes status analyzing of MZ Company,designing of crowdsourcing platform and developing of crowdsourcing platform.Firstly,basing on the background of the development of after-sales service of household electrical appliances industry,combining with field investigation and quantitative analysis,the reasons for building crowdsourcing platform and related problems were discusses in order to solve the problems faced by the development of MZ company.At the same time,from industry development and enterprise development,necessity of building a crowd-sourcing platform for after-sales service of household electrical appliance are discussed.Secondly,according to crowdsourcing research methods,the crowdsourcing platform for after-sales service of household electrical appliances is analyzed from three aspects of platform governance,participants and pricing strategy.Under the guidance of service-related concepts and value chain theory,the characteristics of after-sales service of household electrical appliances are analyzed by combining with the discussion of building crowdsourcing platform.The value chain of after-sales service of household electrical appliance is reconstructed under crowdsourcing theory to be main means of platform governance and carry out business model innovation.According to the current status of the service industry and the actual operation of MZ Company,the participants of service are analyzed and feasible plans are formulated.Basing on the characteristics of bilateral market theory,considering network externalities,the pricing strategy of crowdsourcing platform is discussed and the revenue of platform is designed.The research and analysis results,a crowdsourcing model for after-sales service of household electrical appliances is proposed.As the theoretical basis for the development of crowdsourcing platform,the functional requirements of the information platform are listed according to the service industry application requirements.Thirdly,information platform is the technical basis of the crowdsourcing platform for after-sales service of household electrical appliance.According to the crowdsourcing model,the designing strategy of the platform are proposed.Platform framework is designed based on micro service framework.According to the design strategy and principle,the user model and business model are designed on the basis of the platform framework design to develop information platform.In terms of development method,popular full stack development is employed to develop crowdsourcing platform according to platform software design.Taking MZ Company as an example,basing on crowdsourcing theory,the key business and process of after-sales service of household appliances is reconstructed and innovated traditional business model.Crowdsourcing platform which is constructed by adopting advanced information technique can not only improve the service quality and reduce the management cost,but also improve the working environment and promote the healthy development of after-sales service of household electrical appliance industry.Crowdsourcing platform is a service innovation to solve the problems existing in after-sales service of household electrical appliances,which provides new ideas for the operation of service enterprises.In addition,the open mode of crowdsourcing,the introduction of social human resources and the rational allocation of service resources could provide more employment opportunities. |
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