文档介绍：目录
摘要 1
引言 3
第一章 汽车服务的概述 4
4
4
4
第二章 我国汽车服务的发展现状及发展趋势 6
6
8
第三章 售后服务的必要性和必然性 10
10
10
第四章 售后服务的标准流程 11
11
13
14
16
17
18
19
21
结束语 22
参考文献 22
摘要
文章对汽车服务基本概念、特征进行阐述，分析我国的汽车售后服务的现状和发展趋势，汽车售后服务的必然性和必要性，对比国外的现在服务。得出的结论是汽车售后服务是汽车行业未来的核心竞争力，而改进的手段是要制定标准的售后服务流程和健全的售后管理。
本文从两个方面阐述了售后服务在汽车行业中是核心竞争力，首先是随着我国汽车保有量的增加，这将导致消费者购买欲的下降，必须为客户提高售后服务，提高客户的购买欲。其次汽车产品的同质化导致汽车行业竞争里的减少，要提高竞争力增加产值，必需转向售后服务。要提高售后服务的服务品质，必须制定标准的汽车售后服务流程和健全的管理体系。在加快我国汽车服务业方面，我国应该借鉴国外的政府参与的管理体系和机构。借鉴国外的先进制度，注重经营行为，建立诚信机制，增加交易透明度。在服务标准、市场管理、从业人员资格培养标准、市场建设与规划等环节加强宏观调控，适应时代需求发展汽车服务业的产业政策，以推进汽车市场服务规化、秩序化发展；企业应加强服务人员的资格认证。从而提高我国的汽车服务业。
关键词：售后服务 概念 服务流程 服务现状 管理
Abstract
The basic concept of the car service articles , features elaborate , analyze the current situation of China's automotive aftermarket and trends , the inevitability and necessity of car service , compared to the current domestic and international services . Concluded that the future of automotive aftermarket automotive industry's core competitiveness , and improve the means to develop standard processes and improve after-sales service management .
This paper describes two aspects of service in the automotive industry is the core competitiveness , first with the increase of car ownership in China , which will result in decreased desire of consumers to buy , you must improve service to customers , improve customer buying want . Followed by homogenization of automotive products led to a reduction in competition in the automobile industry to improve competitiveness increase output , must turn to after-sales service . To improve the quality of after-sales service , the need to develop a standard car service processes and sound management system . In terms of speeding up China's automotive service industry, China should learn