毕业论文国内轿车售后服务体系研究.docVIP

毕业论文——国内轿车售后服务体系研究 ic of. Domestic service more and more attention, car service due to the emergence of market competition is a means of automotive marketing, this article will introduce the domestic after-sales system to do something. Explain the concept of after-sales service, as well as its content and function, to tell you the status of the domestic automotive aftermarket and analysis, and the introduction of domestic trends and research, how to better run smooth after-sales service system in China, how to develop e- business and establish an information exchange system to promote the automotive after-market service system integrated systematic management entity, the network, modernization, Chinas auto industry needs to understand the situation and the status of Chinas automobile market, a number of after-sales service system to explore the domestic business philosophy and models of integrated service system for competitive advantage. This better understanding of the prospect of domestic service, and find his strengths and weaknesses better and better help the future development. In order to bring Chinese cars in the world automotive market place. Keywords: service, e-commerce, automotive market situation, after-sale market, development. 目录 1 售后服务的简介 1 1.1售后服务工作的内容。 1 2 汽车售后服务的作用 1 2.1买方市场条件下汽车4S店或汽车经销商参与市场竞争的尖锐武器 1 2.2汽车4S店或汽车经销商保护汽车产品消费者权益的最后一道防线 2 2.3保持汽车4S店和汽车经销商的顾客满意度与忠诚度的有效举措 2 2.4汽车4S店或汽车经销商摆脱价格战的一剂良方 2 2.5汽车技术进步和科技发展的必然要求 3 3 我国汽车售后服务的现状与分析 3 3.1服务观点淡薄 4 3.2提供劣质配件 4 3.3维修理念落后 4 3.4忽视信息反馈 5 4 如何提高汽车4S店或汽车经销商的售后服务质量 5 4.1规范服务标准，提高工作人员的整体素质 5 4.2提供纯正配件，使服务质量和成本双重保证 6 4.3提供先进的服务设施，提升和完善维修服务质量 7 4.4定期进行客户回访，建立客户档案 7 4.5多设服务网点，并尽力做到精细 8 4.6加强各的行业沟通，提供完善的保险和信贷业务 8 5我国汽车市场售后服务的发展趋势 10 5.1?中国汽车行业的发展现状 10 ?中国汽车行业的需求状况 10 车后市场的现状 10 5.2?改进汽车后市场服务，建立汽车服务综合体系 12 ?经营理念和模式 12 ?综合服务体系的范围 12 务体系的竞争优势 14 6 汽车后市场服务体系的运行保证 16 6.1?政企共建 16 6.2相关部门应积极配合、介入 16 6.3?发展电子商务 16 7 总结 17 参考文献 19 致谢 20 1 售后服务的简介 售后服务，是现代汽车维修企业服务的重要组成部分。做好售后服务，不仅关系到本公司产品的质量、完整性，更关系到客户能否得到真正的、完全的满意。