毕业论文 汽车售后服务.doc
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毕业论文 汽车售后服务,目 录摘 要 iiabstract iii第一章 绪论 11.1课题研究背景 11.2课题研究意义 31.3课题研究内容 3第二章 汽车售后服务市场现状 52.1汽车服务市场结构分析概述 52.2汽车售后服务市场的商业投资现状 62.2.1汽车美容市场现状 72.2.2汽车维修市场现状 82.3汽车物流现状特点 82....
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目 录
摘 要 II
Abstract III
第一章 绪论 1
1.1课题研究背景 1
1.2课题研究意义 3
1.3课题研究内容 3
第二章 汽车售后服务市场现状 5
2.1汽车服务市场结构分析概述 5
2.2汽车售后服务市场的商业投资现状 6
2.2.1汽车美容市场现状 7
2.2.2汽车维修市场现状 8
2.3汽车物流现状特点 8
2.4汽车有关产业的发展现状 9
第三章 我国汽车服务市场发展趋势分析 10
3.1汽车品牌及网络建设 11
3.2汽车消费群体分析 12
第四章 我国汽车售后服务健康发展对策及研究 13
4.1促进汽车金融业发展的政策. 13
4.2售后服务大众化 14
4.3努力发展汽车改装业，丰富售后服务品类 14
4.4售后服务水平的提高 15
4.5加大培训力度，提高服务人员的综合素质 15
第五章 结论 16
致 谢 17
参考文献 18
摘 要
在当今的汽车消费领域，对汽车消费者来说，他们在购买汽车的时候，不仅仅是看重汽车的质量，同时也十分重视汽车的售后服务工作。汽车售后服务业是汽车流通领域的一个重要环节，作为汽车销售经营重要组成部分的售后服务不仅是一种经营，更是文化、理念，是体现企业对客户的人文关怀与企业必须承担的社会责任，是汽车生产商与客户沟通、联系的一个重要纽带。汽车行业是发展最快、竞争最激烈的行业之一。随着中国加入WTO，外国汽车制造企业强势进入中国市场，加剧了国内汽车行业的竞争。在激烈的技术竞争驱动下，汽车产品在功能、质量上的差距越来越小。为了在竞争中立于不败之地，汽车制造企业纷纷从售后服务着手，通过高质量的售后服务，提高企业的业绩。
本文主要研究了我国汽车售后服务基本情况，汽车售后服务在现代市场中的重要性以及其对汽车产业、整个服务业、消费者等的重要性。详细介绍我国汽车服务市场发展情况，包括汽车服务市场中存在的弊病和值得推广的新的发展方式。最后根据汽车售后服务市场发展的规律，结合我国汽车售后服务市场的实际情况，创新的提出相应的对策。
研究成果表明：汽车售后服务是汽车工业中的一个重要组成部分，也是一项非常复杂的工程。伴随着经济社会的发展和人们生活水平的不断提高，汽车正成为人们日常出行的首选，汽车正以大众化商品的姿态进入人们的生活中。汽车的品牌、款式、性能以及整洁程度，无不体现出车主的性格、修养、生活观及喜好等。进入“汽车时代”，有车族对爱车的要求逐渐细化，车主对私家车的美容保养愈发重视，也促使汽车售后服务行业的市场日益壮大，消费者越来越关注汽车服务市场和服务水平。
本文的特色在于：通过对我国汽车售后服务市场的整体分析，重点是研究汽车售后服务的现状和发展趋势。目前，我国汽车售后服务整体情况，品牌发展状况，效益，经营模式等，通过这些研究分析，探索适合我国发展的售后服务体系
关键词：售后服务 汽车 质量 消费者 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..
摘 要 II
Abstract III
第一章 绪论 1
1.1课题研究背景 1
1.2课题研究意义 3
1.3课题研究内容 3
第二章 汽车售后服务市场现状 5
2.1汽车服务市场结构分析概述 5
2.2汽车售后服务市场的商业投资现状 6
2.2.1汽车美容市场现状 7
2.2.2汽车维修市场现状 8
2.3汽车物流现状特点 8
2.4汽车有关产业的发展现状 9
第三章 我国汽车服务市场发展趋势分析 10
3.1汽车品牌及网络建设 11
3.2汽车消费群体分析 12
第四章 我国汽车售后服务健康发展对策及研究 13
4.1促进汽车金融业发展的政策. 13
4.2售后服务大众化 14
4.3努力发展汽车改装业，丰富售后服务品类 14
4.4售后服务水平的提高 15
4.5加大培训力度，提高服务人员的综合素质 15
第五章 结论 16
致 谢 17
参考文献 18
摘 要
在当今的汽车消费领域，对汽车消费者来说，他们在购买汽车的时候，不仅仅是看重汽车的质量，同时也十分重视汽车的售后服务工作。汽车售后服务业是汽车流通领域的一个重要环节，作为汽车销售经营重要组成部分的售后服务不仅是一种经营，更是文化、理念，是体现企业对客户的人文关怀与企业必须承担的社会责任，是汽车生产商与客户沟通、联系的一个重要纽带。汽车行业是发展最快、竞争最激烈的行业之一。随着中国加入WTO，外国汽车制造企业强势进入中国市场，加剧了国内汽车行业的竞争。在激烈的技术竞争驱动下，汽车产品在功能、质量上的差距越来越小。为了在竞争中立于不败之地，汽车制造企业纷纷从售后服务着手，通过高质量的售后服务，提高企业的业绩。
本文主要研究了我国汽车售后服务基本情况，汽车售后服务在现代市场中的重要性以及其对汽车产业、整个服务业、消费者等的重要性。详细介绍我国汽车服务市场发展情况，包括汽车服务市场中存在的弊病和值得推广的新的发展方式。最后根据汽车售后服务市场发展的规律，结合我国汽车售后服务市场的实际情况，创新的提出相应的对策。
研究成果表明：汽车售后服务是汽车工业中的一个重要组成部分，也是一项非常复杂的工程。伴随着经济社会的发展和人们生活水平的不断提高，汽车正成为人们日常出行的首选，汽车正以大众化商品的姿态进入人们的生活中。汽车的品牌、款式、性能以及整洁程度，无不体现出车主的性格、修养、生活观及喜好等。进入“汽车时代”，有车族对爱车的要求逐渐细化，车主对私家车的美容保养愈发重视，也促使汽车售后服务行业的市场日益壮大，消费者越来越关注汽车服务市场和服务水平。
本文的特色在于：通过对我国汽车售后服务市场的整体分析，重点是研究汽车售后服务的现状和发展趋势。目前，我国汽车售后服务整体情况，品牌发展状况，效益，经营模式等，通过这些研究分析，探索适合我国发展的售后服务体系
关键词：售后服务 汽车 质量 消费者 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..
