大众品牌汽车售后服务管理研究

发布时间：2018-06-24 11:55

本文选题：一汽-大众 + 汽车　；参考：《天津大学》2008年硕士论文

【摘要】： 21世纪,作为支柱产业的汽车工业必将推动我国在加入WTO后巨大的潜在需求,汽车售后服务业也将高速发展,品牌售后服务逐渐成为汽车维修业的主要力量,也会逐渐成为汽车生产厂家新的利润增长点。如何做好售后服务,是每个汽车生产厂家都十分重视的问题,售后服务管理对提高品牌汽车市场占有率和服务占有率也发挥着极为重要的作用。本文通过研究一汽-大众汽车有限公司汽车售后服务管理的重要环节,总结出一汽-大众售后服务管理获得成功的真正原因,为今后售后服务管理的发展提出了科学建议,这对于我国大力发展自主汽车工业,选择合理的售后服务管理模式,实现自主汽车工业及售后服务业可持续发展,具有重要的现实意义。本文以汽车售后服务管理的重要环节为研究对象,探索各环节和汽车售后服务质量的关系,旨在发掘影响汽车售后服务质量的深层次因素,寻找提高汽车售后服务质量的途径,从而推动汽车售后服务管理水平的提高。本文运用管理学、营销管理、运营管理等相关理论和分析方法,内容主要围绕一汽-大众汽车有限公司售后服务管理中的售后服务组织、品牌经销商管理、经销商人员管理、维修服务管理、质量担保与索赔、备件管理几个方面进行。主要研究成果是: 1、运用管理学、营销管理、运营管理等有关理论和分析方法,系统分析了售后服务组织、经销商人员管理、品牌经销商管理、维修服务管理、质量担保与索赔、备件管理等问题。 2、针对分析结果,总结一汽-大众售后服务管理的特点,并从实际出发提出可行的建议,以促进售后服务管理水平的提高。
[Abstract]:In the 21st century, the automobile industry, as a pillar industry, will promote the huge potential demand of our country after China's entry into the WTO, the automobile after-sales service industry will also develop at a high speed, and the brand after-sales service will gradually become the main force of the automobile maintenance industry. Also will gradually become the automobile manufacturer's new profit growth point. How to do a good job of after-sales service is a problem that every automobile manufacturer attaches great importance to, and after-sales service management plays an extremely important role in improving the market share and service share of brand automobile. By studying the important links of the after-sales service management of FAW-Volkswagen Co., Ltd., this paper summarizes the real reasons for the success of FAW-VW after-sales service management, and puts forward some scientific suggestions for the development of after-sales service management in the future. It is of great practical significance for our country to develop the independent automobile industry, choose the reasonable after-sales service management mode, and realize the sustainable development of the independent automobile industry and the after-sales service industry. This article takes the important link of automobile after-sales service management as the research object, explores the relation between each link and the automobile after-sales service quality, aims to explore the deep factors that affect the automobile after-sales service quality, and to find the way to improve the automobile after-sales service quality. So as to promote the level of automotive after-sales service management. This article uses the management, marketing management, operation management and other related theories and analysis methods, the content mainly revolves around the after-sales service organization, the brand dealer management, the dealer personnel management in the after-sales service management of FAW-Volkswagen Co., Ltd. Maintenance service management, quality assurance and claims, spare parts management in several aspects. The main research results are as follows: 1. By using the relevant theories and analysis methods of management, marketing management and operation management, this paper systematically analyzes the organization of after-sales service, the management of dealers' personnel, the management of brand dealers, etc. Maintenance service management, quality guarantee and claim, spare parts management, etc. 2. In view of the analysis results, the characteristics of FAW-VW after-sales service management are summarized, and practical suggestions are put forward. In order to promote the level of after-sales service management.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2008
【分类号】：F426.471

【共引文献】