论文部分内容阅读
我国汽车行业进入“十一五”末和“十二五”初时期,整车销售进入微利时代,售后服务的利润对于4S店的贡献度越来越凸显。前期不为大家关注的汽车售后服务越来越引起投资者、经营者、主机厂乃至国家机构的关注。为此,全力提升客户满意度,打造服务品牌,发挥汽车售后服务其独特的作用,来推动汽车行业良好、健康的发展正逐渐成为一些具有前瞻性的汽车品牌的共识。但是,从近几年来我国汽车后市场的观察发现,售后服务发展速度并没有与市场的快速成长相匹配,反而在一定程度上制约了我国汽车行业的发展,其根源多样化,主要集中在以下几个方面。
China’s auto industry into the “Eleventh Five-Year ” and “Twelve-Five ” early period, vehicle sales into the meager profit era, the profit of after-sales service for the 4S shop contribution more and more prominent. The car after-sales service, which is not paid attention to by all the people, has attracted more and more attention from investors, operators, OEMs and even state agencies. To this end, to enhance customer satisfaction, build service brand, play the unique role of automobile after-sales service to promote the sound and healthy development of the automotive industry is gradually becoming a consensus of some forward-looking car brands. However, from the observation of China’s automobile market in recent years, it is found that the speed of service development does not match with the rapid growth of the market, but to a certain extent, it has restricted the development of China’s automobile industry. The diversification of its root causes mainly concentrates on the following several aspects.