4S shop service error prevention study based on moment of time

Service error remedy has become a focus in service industry in recently research. But few papers discuss service error prevention before set a service process. Poka-yoke technology has been widely applied to prevent defect in manufacture industry and make much progress in different enterprise practice. This article introduce Poka-yoke method to set up an modified EOAC concept model in service error research based on moment of time, which use service blueprint to depict whole service process and determine key contact point by questionnaire and find feasible service error prevention measure to keep customer satisfaction. Finally the paper make an automobile 4S shop case to show the application process of concept model, the empirical effect prove the method is feasible to apply in service error prevention in service industry.