当今社会,消费需求和消费结构发生了很大的变化,人们随着收入的增加,其消费理念早已超越了基本生存需要这个局限,而更注重提升生活的质量和品位,并对消费品生产厂商的售后服务提出了越来越高的要求。在家电、自动车领域,虽有众多厂商自诩已进行过多次“服务升级”,但精明的消费者还是透过它们的“新瓶”,看到了其中的“旧酒”——那只不过是一种招徕客源之术,它们的售后服务并没有实质意义的提高,根本不能让消费者满意。 In today's society, consumer demand and consumption structure have undergone tremendous changes. With the increase of income, people's consumption concept has already surpassed the limitation of basic living needs, and paid more attention to improving the quality and quality of life. After-sales service made higher and higher requirements. In the field of home appliances and automobiles, although many manufacturers have performed many “service upgrades” on their own, smart consumers still see “old wine” through their “new bottle” - the only But it is a trick to attract customers, their after-sales service and no real improvement, simply can not make consumers satisfied.