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Keywords:After-sales service concept, service process, current situation of service management
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引言
伴随着国民经济的快速开展和人民生活水平的提高，我国汽车行业得到了迅速的开展。在汽车市场竞争日趋剧烈的今天，汽车特约经销商在全国大量涌现并成为我国汽车销售市场和维修效劳市场的重要力量，但汽车市场不约而同的面临着经营困难的难题。—就是企业间产品同质化问题。
汽车行业间企业与企业之间在汽车的产品、技术、本钱、设备、工艺等方面面临着同质化越来越严重，差异性越来越小，企业与企业间为了扩大企业利润促进汽车销量与产值，市场竞争力由原先的产品、技术、本钱、设备、工艺等向效劳上转变。
伴随着各大企业高喊“效劳〞的大旗下，像海尔的“星级效劳〞荣事达的“红地毯效劳〞海底捞的“效劳至上，顾客至上〞的效劳深的大家的认可。许多企业对效劳早已有正确的认识及高