珠海汽车服务业发展模式分析.docx

摘 要 目前，随着我国经济的不断发展，人均消费水平的提高，汽车这一昔日贵族的象征物，也已经普遍进入到平常百姓家中。随着汽车销量的不断上升，使得我国汽车汽车保有量不断增加，同时也带动了汽车售后服务的发展。一款汽车的品牌好坏，除了汽车本身的质量和售前的服务，汽车的售后服务对品牌的影响力也尤为重要。市场竞争也由此从前市场转移到了汽车售后服务市场。汽车售后服务市场，简称为汽车后市场，起始于20世纪30年代初期的英美等国家。它包含了汽车被售出之后，有关汽车的质量保障、保养维修服务、索赔、汽车零件的供应、市场信息反馈、技术培训咨询与培训等一系列内容。珠海市汽车服务行业经过了多年不断进步，获得了很好的发展，但是现在的珠海汽车服务业仍处于成长期，售后服务还有些问题。本文主要以珠海市汽车服务业为研究对象。首先，初步了解国内外的汽车售后服务的现状。其次，运用服务的补救理论与资源基础理论对珠海市汽车服务行业开展售后服务的过程和质量要求进行了分析，明确了汽车服务的流程和关键。再次，分析了珠海汽车服务行业售后服务存在的问题和原因；最后，对珠海市汽车服务业从发展模式、管理规范等几个方面提出了具体的改进的对策。关键词：服务业；汽车售后；发展模式；AbstractAt present, with the continuous development of our countrys economy, the improvement of per capita consumption level, the car as the symbol of the old aristocracy, have been widely to enter to the homes of ordinary people. With the increasing of car sales, make our country automobile increasing car ownership, but also lead to the development of the automobile after-sale service. A cars brand is good or bad, in addition to the car itself quality and excellent service, auto after-sales service is also very important influence on the brand. Auto after-sales service market, referred to as car after market, started in the early 1930 s Britain and the United States and other countries. It contains a car was sold after the cars quality assurance, maintenance services, and claims, the supply of auto parts, technical training, consulting and training, market information feedback and so on a series of content. Zhuhai automobile service industry after years of constant progress, obtained the very good development, but now zhuhai automobile service industry is still in the growth period, after-sales service still have some questions.Zhuhai automobile service industry after years of constant progress, obtained the very good development, but now zhuhai automobile service industry is still in the growth period, after-sales service still have some questions, therefore, analysis of zhuhai car service model of development, problems and countermeasures are put forwa