江铃汽车售后服务管理探究.pdfVIP

Abstract According to statistics, automobile ownership in China has reached 64.67 million till end of 2008. Entering into 2009, domestic passenger vehicle market is still rising steadily. Huge automobile market leads to a rapid growth of automobile after-sales service business. Chinas economy has entered Service Economic Times. With the rapid growth of vehicles, automobile maintenance industry has been in a golden period. Service, as one of the core competitiveness of enterprises, has become a magic weapon for automobile companies to create competitive differentiation. The after-sales service ability for auto enterprises is of great importance. Automobile after-sales service is a key link in automobile circulation field, which is a very complicated project. It covers quality assurance, claim, repair and maintenance services, automobile part supply, maintenance skill training, technology consultation and guidance, market information feedback with a range of products and market-related content. As an important part of vehicle sale operation, after-sale service is not only a business, but also culture and ideas, embodying the business-to-customer humanistic care and affection, is a communication link between producers and customers. Through after-sales service, manufacturer can have a closer relationship with customers and set up a corporate image, improve product reputation, extend the product impact, cultivate customer loyalty. This paper is written under JMC (Jiangling Motors Corporation) background, through its after-sales service analysis and combined with my years of work experience. The paper consists of six parts: Chapter I exordium: introduce background, purpose and significance, research ideas and meth