参考国际贸易中售后服务的问题探讨.docVIP

摘要 随着我国社会的不断发展，企业间的竞争越来越激烈，那么售后问题已经变得越来越重要。本文提出要根本解决售后服务应作为一个系统工程来考虑的问题，必须引入“售后工程”的理念。重点研究在全生命周期中进行售后工程与产品一体化开发的理论和实践。研究如何将这个理念应用到汽车开发实践，并总结了一体化开发对企业和消费者的实际意义。 本文从国内外售后市场的现状和发展出发，，充分说明了以一体化方式进行售后工程开发研究的必要性。 本文并结合实践，对国际贸易售后市场现状进行分析，在此基础上，分析了国际贸易售后市场发展趋势分析。售后工程的理念是保持企业在市场竞争力的重要手段，而对于降低售后服务成本，提高售后服务质量，树立和保持企业品牌起着非常重要的作用。  关键词：国际贸易；售后服务；问题；趋势；             Abstract With the continuous development of our society, more and more intense competition among enterprises, it has become increasingly important after-sales issues. In this paper, the ultimate solution to after-sales service should be considered as a systems engineering problem, we must introduce the after-sales engineering concept. Key research conducted in the full life cycle development of after-sales engineering and product integration of theory and practice. Study how to apply the concept to the automotive development practices, and summarizes the integration of the development of enterprises and consumers in practice. From the domestic market situation and development of after-sales starting, fully illustrated in an integrated manner the need for after-sales engineering research and development. This combined with the practice of international trade after market analysis of the current situation, in this based on the analysis of the international development trend of after-market trade. The concept sale works is to maintain competitiveness in the market an important means, and for reducing service costs, improve service quality, and establish and maintain corporate brand plays a very important role.  Keywords: international trade; service; problem; trends;         一、国际贸易售后服务现状及相关理论  （一）售后服务的相关理论 1国际贸易售后服务的概念 售后服务是指生产企业、经销商把产品(或服务)销售给消费者之后，为消费者提供的一系列服务，售后服务的内容主要包括:1、代为消费者安装、调试产品；2、根据消费者要求，进行有关使用等方面的技术指导；3、保证服务零配件的供应；4、负责服务服务；5、对产品实行“二包”，即包修、包换、包退(现在许多人认为产品售后服务就是为“二包”，这是一种狭义的理解。对手机而言，根据国家手机“二包“规定，如手机存在非人为因素造成的质量缺陷，从购买之日