我国轿车售后服务体系.docVIP

我国轿车售后服务体系 ———————————————————————————————— 作者： ———————————————————————————————— 日期： 常州机电职业技术学院 毕业设计〔论文〕 作 者： 杨巧红 学 号： 系 部： 汽车工程系 专 业： 汽车技术效劳与营销 题 目： 国内轿车售后效劳体系研究 指导者： 傅华娟 潘晓峰 评阅者： 年 月 毕业设计〔论文〕中文摘要 近年来,我国汽车工业迅速开展,汽车保有量也大幅增加,到达了8500多万辆，而轿车在汽车工业中占有重要的地位。我国庞大的汽车保有量和快速的汽车销售增长,为汽车效劳业的开展提供了巨大的成长空间。传统的汽车销售效劳业,也正受到国际流行的“四位一体〞销售效劳店(也称“4S店〞)的冲击。汽车厂家和经销商深深地意识到,只有通过严谨、完善、周到、优质的售后效劳,培养出较高的顾客满意度,形成良好稳定的客户关系,才能在日趋白热化的市场拼杀中博得一席之地。 本文主要通过对轿车售后效劳体系进展现状分析。对市场现状、开展前景、开展模式几个方面对我国汽车售后效劳体系进展分析研究，指出目前存在的缺乏。还有通过比拟和分析国外轿车售后效劳体系，提出我国轿车售后效劳业开展可以借鉴的经历。 关键词：售后效劳 体系 客户关系 毕业设计〔论文〕外文摘要 Title： Domestic car sales service system Abstract： In recent years, the rapid development of Chinas automobile industry, auto possession also greatly increased to more than 8500 vehicles in the car in the automobile industry has important position. China auto possession and the huge fast car sales growth, for the development of service industry of the car with a huge growth space. Traditional car sales services, are also under international popular quaternity sales service store (also called the 4 S inn) impact. Car manufacturers and dealers deeply realize that only through the rigorous, perfect and considerate, the high quality post-sale service, develop high customer satisfaction, form good stable customer relations, can the increasingly heated market in a roma won.. This paper mainly through the car after service system present situation of the analysis. To present market situation and development prospect, the development model several aspects to our auto after-sales service system analysis, the paper points out the shortcomings of the current. And through the comparison and analysis of the foreign cars after-sales service