Information management and consumer oriented service system in the automobile repair businesses in Taiwan

The automobile repair businesses in Taiwan strive to meet many challenges today The most critical ones are the close connections of sale networks, the information sharing of repair and technique, the integration of educational training, and the establishment of service information network. In order to face these challenges, one strategy is to apply information technology in automobile repair businesses. This study investigates how automobile repair businesses utilize information management and consumer oriented service system to achieve their automotive management goals. An in-depth case study of the automobile repair businesses was performed by conducting interviews with key decision makers and academic researchers. We found information management was being launched for transaction development to enhance the technician skill and customer satisfaction in Taiwan. Implications for instruction and testing are discussed.