我国汽车售后服务业的发展研究.doc

摘要 随着我国居民生活水平的不断提高，汽车这一昔日的“王家堂前燕”己经飞进了千家万户。而且随着汽车日益普及，市场竞争己经从售前转移到售后服务竞争，甚至汽车服务业已成为商家赢得市场的关键。 而我国的汽车售后服务业与国外相比还处在初级阶段，从法律法规、经济模式到服务理念、品牌创造都存在巨大差异。面对如国外企业的强烈竞争，我国的汽车售后服务业必须对国外先进的服务体系进行研究和学习，吸取现有成功案例的经验，不断改进和完善，建立起一套健康、可持续的服务体系，才能使我国的汽车售后服务业在巨大的商机中得以更加辉煌地发展。因此，对我国汽车售后服务业的发展进行综合的分析研究已经刻不容缓。 本文的理论创新之处在于根据迈克尔·波特的价值链理论引申出汽车价值链条理论，分析了处于第三环节的汽车附加产品价值的汽车售后服务业在汽车产品价值实现和增值中的重要性，并据此分析了我国汽车售后服务业的现状，最后提出了我国汽车售后服务业发展的整体思路。 在详尽占有相关资料的前提下，论文在写作过程中，注意到了充分运用数据、图表、比较分析等多种分析方法，借鉴国外的成功做法，对我国的汽车售后服务业的发展提出了一些对策和思路，由于作者工作在汽车售后服务业的第一线，这些思路和对策具有一定的现实意义和较强的操作性。 关键词 汽车售后服务业、发展现状、产业链、发展模式、对策 Abstract With the high-speed development of auto industry in our country, more and more families have their family cars and the increasing amount of vehicles; it gives great opportunity to the auto after sales service. The competition between manufactures has a great change. The competition was from product competition, price competition to deeper level of service competition and brand competition. The auto after sales service in our country is under the initial step compared with the overseas auto after sales service. There is big difference among the law regulation, economic mode, service concept and brand build. Facing the great challenge from the overseas enterprises, we must learn and study the overseas advanced auto after sales service system, gain the current successful experience, improve and set up a set of healthy, continuous service system. Thus, the auto after sales service in our country can develop greatly. In a word, its time to study and analyze the auto after sales development in our country. The innovation of this thesis is as to follow: based on the Boters price chain theory, the auto chain theory is explicated. The author analyzes the current auto after sales service status and its significance in the auto product chain, finally suggests the countermeasure of auto after sales service development in our country. On the promise of full studying the related materials, the