《宝马轿车4S店的设计》-毕业论文.doc

摘 要 随着经济的发展,汽车在消费者眼中已不再是可望而不可即的奢侈品,而是一种日常的消费品,车市市场也逐步由卖方市场转变为买方市场,越来越多的汽车经销商开始注意到服务的重要性。本文从服务质量理论的发展,探讨了学术界目前对汽车4S店服务质量的内涵界定,梳理了现有文献对服务质量的评价体系研究,介绍汽车4S店服务质量与其相关变量之间的关系,并对其未来的研究趋势进行了展望。 4S店是集汽车销售、售后服务、配件和信息服务为一体的销售店。4S店是一种以“四位一体”为核心的汽车特许经营模式，包括整车销售（Sale）、零配件（Spare Part）、售后服务（Service）、信息反馈（Survey）等。它拥有统一的外观形象，统一的标识，统一的管理标准，只经营单一的品牌的特点。汽车4S店是一种个性突出的有形市场，具有渠道一致性和统一的文化理念，4S店在提升汽车品牌、汽车生产企业形象上的优势是显而易见的。　　 4S店一般采取一个品牌在一个地区分布一个或相对等距离的几个专卖店，按照生产厂家的统一店内外设计要求建造，投资巨大，动辄上千万，甚至几千万，豪华气派。　　 4S店是集汽车销售、维修、配件和信息服务为一体的销售店,一家投资2500万元左右建立起来的4S店在5-10年之内都不会落后。在中国,4S店已初具规模和成效，不过由于自主品牌汽车的相对落后。实际上属于我国HYPERLINK /view/337815.htm自主知识产权的汽车4S店还需要长足的进步和发展。　　 关键词：4S店 售后服务 汽车销售 零配件 信息反馈 Abstract With economic development, the car in the eyes of consumers is no longer the unattainable that is, a luxury, but an everyday consumer goods, the automobile market market have gradually changed from a seller into a buyers market, more and more auto dealers began to notice the importance of the service. Development of the theory of quality of service academia currently connotation definition of QOS auto 4S shops, combing the existing literature on service quality evaluation system, introduced the relationship between auto 4S shops QOS associated with variable and future research trends. 4S shop is a car sales, after-sales service, spare parts and information services as one of the outlets. 4S shop is a four-in-one core automotive franchise business model, including vehicle sales (Sale), parts (Spare Part), Service (Service), Feedback (Survey). It has the appearance of a unified image, unified identity, unified management standards, and operating characteristics of a single brand. Auto 4S shop is a prominent personality of physical market, channel consistency and unity of the concept of culture, 4S shops in the upgrading of car brands, car production on the corporate image advantages are obvious. 4S stores will generally take a brand to one or relatively equidistant from several stores in