汽车检测与维护技术毕业设计（论文）_售后服务在汽车营销中的作用.docVIP

日照职业技术学院 毕业设计（论文） 题 目：售后服务在汽车营销中的作用 院 部：现代汽车学院 专 业：汽车检测与维护技术 学 号： 学生姓名： 指导教师： 职 称：助 教 二OO九年四月二十日 摘要 汽车营销服务总是伴随着顾客与汽车4S店或汽车经销商合作的过程中而产生的。汽车售后服务是为顾客对汽车做调试、保养、维修等，排除技术故障，提供技术支持，寄发产品改进或升级信息以及获得顾客对汽车产品和服务的反馈信息。 汽车市场“售后服务”的出现，是市场竞争所致的必然结果。汽车产品在发展到一定程度上，制造技术已相差无几，也是汽车市场从产品转向服务的主要原因，然而，售后服务往往也是汽车4S店或汽车经销商的主打战略王牌，而现实的汽车售后服务中存在诸多的问题也是消费者所了解的，从而影响了消费者对汽车产品的购买和接受汽车售后服务产生了许多负面的影响。所以，将汽车产品的售后服务做好、做细的汽车4S店或汽车经销商感动了顾客的心，提升了顾客的满意度，也赢得了市场。由此可见，汽车售后服务作用的重要性，汽车的售后服务在整个汽车营销过程中有着特殊的“使命”，对汽车产品和服务走入市场化起着积极的过度与推动作用，对繁荣汽车市场有着深远的意义。关键词:?汽车?售后服务、?消费者权益、?价格战、 市场竞争、 管理体系 The Chinese automobile illuminates the system present condition analysis and the development trend Abstract: automotive marketing services customers and is always accompanied by 4S shop or car dealer in the process of co-operation arising. auto after-sales service for customers on the car to do debugging, maintenance, repair and so on, to exclude technical problems, provide technical support to send product information to improve or upgrade, and access to customers of automotive products and services feedback. ?????? Automotive market, after-sales service is a result of competition in the market due to the inevitable result. In the development of automotive products to a certain extent, the manufacturing technology has the same amount of money, but also the automotive market from product to service the main reason, however, often after-sales service auto shop or car dealer 4S of the main strategic trump card, and the reality of the auto after-sales service there are many of the problems are understood by consumers, thus affecting the consumers purchase automotive products and receive a lot of auto after-sales service have a negative impact. Therefore, after-sales service of automotive products will do a good job, meticulous car shop or car dealer 4S touched the hearts of customers, enhance customer satisfaction, but also to win the market. This shows that the