摘 要:进入二十一世纪后，人民的生活变得越来越好，家庭收入也逐年提高，家庭购买轿车的数量逐步上升，针对较车的售后服务越来越重要。除了现在普遍的4S店模式和传统的车友俱乐部，还有一些新颖的售后服务模式值得研究。我国经济正进入服务经济时代，随着国内汽车保有量的快速增长，目前汽车售后服务市场也逐渐发生改变。它不仅体现在商家的服务框架和服务格局上，同时汽车消费者的自我保护意识和自主选择意识也在不断增强。
目前，国内轿车消费者对轿车的品牌和专业化程度要求越来越高，对自家轿车的维修和保养意识不断增强。而轿车是与人民生活息息相关的一种汽车类型，也是家庭私家车的主流代表。所以本文在大量阅读文献资料和实地的实习考察的基础上，认真总结出什么是轿车售后服务，及其服务内容、服务流程。详细分析我国轿车售后服务的现状，并针对存在的问题，提出可行的建议。并以某汽车信息服务公司的售后服务系统为例，阐明了如何从中提取有价值信息，构建面向轿车售后服务领域的创新模式。介绍这种新的模式的创新之处，他的优势、劣势，从而提出有效的合理的建议。挖掘售后服务的相关知识，为促进轿车行业的发展和公司自身的发展做贡献。
关键词：轿车；售后服务；服务创新
ABSTRACT:The living standard of people has increased greatly in the 21 century,household income also increased year by year，so is the number of sedan cars owned by families. Thus, the importance of after sale service of sedan cars is getting more and more important,Besides the common format of 4s shop and traditional car owners’club, there are some new types of after sale service which are worth studying.Our country is entering into a service economy era,with the increase of inventory of sedan cars,the after sale service market of sedan cars are undergoing changes,the change shows not only in the scale and format, but the consumers proactive awareness is also increasing.
Nowadays, domestic sedan car consumers’ awareness of maintenance and repair is getting stronger; the demand for sedan car service brand and professionalism is also getting higher. Sedan cars are closely related to people’s lives, and also the mainstream car kind for family owned cars.This thesis summarizes the definition of car after sale service,its service content, and workflow, analyze the status quo of current domestic sedan car service based on large amount of reference reading and field trip. This thesis also analyzes current problems and ssues, uses some car informaion service company’s after sale service as an example to address the problem illustrates how to extract valuable information, structures car after sale service facing creative model, introduces the creativity of this new model, its advantages and disadvantages, proposes reasonable advice and dig related information, and makes contributions to car industry development and company’s growth.
Keywords: Sedan; after sale service; service innovation
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