目 錄
摘 要 II
Abstract III
第一章 緒論 1
1.1課題研究背景 1
1.2課題研究意義 3
1.3課題研究?jī)?nèi)容 3
第二章 汽車售后服務(wù)市場(chǎng)現(xiàn)狀 5
2.1汽車服務(wù)市場(chǎng)結(jié)構(gòu)分析概述 5
2.2汽車售后服務(wù)市場(chǎng)的商業(yè)投資現(xiàn)狀 6
2.2.1汽車美容市場(chǎng)現(xiàn)狀 7
2.2.2汽車維修市場(chǎng)現(xiàn)狀 8
2.3汽車物流現(xiàn)狀特點(diǎn) 8
2.4汽車有關(guān)產(chǎn)業(yè)的發(fā)展現(xiàn)狀 9
第三章 我國(guó)汽車服務(wù)市場(chǎng)發(fā)展趨勢(shì)分析 10
3.1汽車品牌及網(wǎng)絡(luò)建設(shè) 11
3.2汽車消費(fèi)群體分析 12
第四章 我國(guó)汽車售后服務(wù)健康發(fā)展對(duì)策及研究 13
4.1促進(jìn)汽車金融業(yè)發(fā)展的政策. 13
4.2售后服務(wù)大眾化 14
4.3努力發(fā)展汽車改裝業(yè)，豐富售后服務(wù)品類 14
4.4售后服務(wù)水平的提高 15
4.5加大培訓(xùn)力度，提高服務(wù)人員的綜合素質(zhì) 15
第五章 結(jié)論 16
致 謝 17
參考文獻(xiàn) 18


摘 要
在當(dāng)今的汽車消費(fèi)領(lǐng)域，對(duì)汽車消費(fèi)者來說，他們?cè)谫?gòu)買汽車的時(shí)候，不僅僅是看重汽車的質(zhì)量，同時(shí)也十分重視汽車的售后服務(wù)工作。汽車售后服務(wù)業(yè)是汽車流通領(lǐng)域的一個(gè)重要環(huán)節(jié)，作為汽車銷售經(jīng)營(yíng)重要組成部分的售后服務(wù)不僅是一種經(jīng)營(yíng)，更是文化、理念，是體現(xiàn)企業(yè)對(duì)客戶的人文關(guān)懷與企業(yè)必須承擔(dān)的社會(huì)責(zé)任，是汽車生產(chǎn)商與客戶溝通、聯(lián)系的一個(gè)重要紐帶。汽車行業(yè)是發(fā)展最快、競(jìng)爭(zhēng)最激烈的行業(yè)之一。隨著中國(guó)加入WTO，外國(guó)汽車制造企業(yè)強(qiáng)勢(shì)進(jìn)入中國(guó)市場(chǎng)，加劇了國(guó)內(nèi)汽車行業(yè)的競(jìng)爭(zhēng)。在激烈的技術(shù)競(jìng)爭(zhēng)驅(qū)動(dòng)下，汽車產(chǎn)品在功能、質(zhì)量上的差距越來越小。為了在競(jìng)爭(zhēng)中立于不敗之地，汽車制造企業(yè)紛紛從售后服務(wù)著手，通過高質(zhì)量的售后服務(wù)，提高企業(yè)的業(yè)績(jī)。
本文主要研究了我國(guó)汽車售后服務(wù)基本情況，汽車售后服務(wù)在現(xiàn)代市場(chǎng)中的重要性以及其對(duì)汽車產(chǎn)業(yè)、整個(gè)服務(wù)業(yè)、消費(fèi)者等的重要性。詳細(xì)介紹我國(guó)汽車服務(wù)市場(chǎng)發(fā)展情況，包括汽車服務(wù)市場(chǎng)中存在的弊病和值得推廣的新的發(fā)展方式。最后根據(jù)汽車售后服務(wù)市場(chǎng)發(fā)展的規(guī)律，結(jié)合我國(guó)汽車售后服務(wù)市場(chǎng)的實(shí)際情況，創(chuàng)新的提出相應(yīng)的對(duì)策。
研究成果表明：汽車售后服務(wù)是汽車工業(yè)中的一個(gè)重要組成部分，也是一項(xiàng)非常復(fù)雜的工程。伴隨著經(jīng)濟(jì)社會(huì)的發(fā)展和人們生活水平的不斷提高，汽車正成為人們?nèi)粘３鲂械氖走x，汽車正以大眾化商品的姿態(tài)進(jìn)入人們的生活中。汽車的品牌、款式、性能以及整潔程度，無不體現(xiàn)出車主的性格、修養(yǎng)、生活觀及喜好等。進(jìn)入“汽車時(shí)代”，有車族對(duì)愛車的要求逐漸細(xì)化，車主對(duì)私家車的美容保養(yǎng)愈發(fā)重視，也促使汽車售后服務(wù)行業(yè)的市場(chǎng)日益壯大，消費(fèi)者越來越關(guān)注汽車服務(wù)市場(chǎng)和服務(wù)水平。
本文的特色在于：通過對(duì)我國(guó)汽車售后服務(wù)市場(chǎng)的整體分析，重點(diǎn)是研究汽車售后服務(wù)的現(xiàn)狀和發(fā)展趨勢(shì)。目前，我國(guó)汽車售后服務(wù)整體情況，品牌發(fā)展?fàn)顩r，效益，經(jīng)營(yíng)模式等，通過這些研究分析，探索適合我國(guó)發(fā)展的售后服務(wù)體系

關(guān)鍵詞：售后服務(wù) 汽車 質(zhì)量 消費(fèi)者 品牌




Abstract
In today's automotive consumption,what the automobile consumers considered when they buy a car is not just the quality of the car, but also attached great importance to the work of the automotive after-sales service. Automotive aftermarket service industry is an important part of vehicle circulation areas, as an important part of automobile sales business,it is not only a business, it is culture, philosophy, the embodiment of a business-to-customer of humane care and the social responsibility enterprises must be assumed. it is an important link for the auto manufacturers to communicate with customers, The automotive industry is the fastest and most competitive industries in the world. In pace with China's accession to WTO, foreign car manufacturer entered the Chinese market, intensified competition in the domestic automobile industry. The gap in automotive products, between the function and quality becomes more and more smaller in the fierce competition driven by technology. In order to compete in an invincible position, automotive manufacturers have started from the service through high-quality after-sales service to improve enterprise performance.
This paper focuses on the basic conditions of domestic automotive after-sales service, automotive after-sales service in the importance of modern market and how it can contribute to the automobile industry, the entire service industry, consumers, etc. It details the development of China's automotive service market, including the shortcomings of automotive service market and new development should be promoted in the way. Finally, according to the law of the development of automotive after sales market,the actual vehicle service market in our county, we put forward innovative countermeasures.
Research results show that: automotive after-sales service is an important component of the automotive business, it is a very complex project. Along with the economic and social development and people's rising living standards, the automobile is becoming the first choice for daily travel, automotive products being mass entry into people's lives. Car brand, style, performance and cleanliness, all reflect the owner's personality, culture, life outlook and preferences, etc. To enter the automobile era ", car owners, gradually refining the requirements of the car, the owner of the private car increasingly attach importance to Spa, It has also prompted automotive after-sales service industry market growing consumers are increasingly concerned about the automotive service market and service levels.
This paper focus on study of after-marke..