【摘要】：中國客車工業(yè)從無到有、從弱到強�？蛙囆袠I(yè)沿著波浪式的軌跡前行，，行業(yè)內(nèi)骨干企業(yè)繼續(xù)保持主導(dǎo)地位競爭激烈�？蛙囆袠I(yè)進入微利時代，車企想依舊按老的拼產(chǎn)品和拼價格的方式占領(lǐng)市場越來越難，勢必將企業(yè)引向基于滿足客戶需求的售后服務(wù)競爭；我國的客車生產(chǎn)是典型的技術(shù)密集和勞動力密集型生產(chǎn)。具有以下的生產(chǎn)特點：①客車生產(chǎn)訂單批量不等。②客車產(chǎn)品品種多�？蛙囘x裝件差異性大。③客車產(chǎn)品更新?lián)Q代速度快。④客車產(chǎn)品交貨時間短。在生產(chǎn)過程中的質(zhì)量問題不能及時解決�？蛙囀褂眠^程中的故障率依然較高，同時產(chǎn)品技術(shù)同質(zhì)性加大，客戶購買客車進一步理性化，計算運營成本和投資回報意識增強，售后服務(wù)的好壞成了購買汽車產(chǎn)品的決定性因素；行業(yè)專家學者關(guān)注客車售后服務(wù)，建設(shè)完善客車售后服務(wù)的呼聲越發(fā)強大。H汽車“注1”的售后服務(wù)體系獨樹一幟，客車行業(yè)中最有效、最全面的服務(wù)平臺，吸引宇通、大金龍、廈門金旅的同仁都來參觀學習，所以對H汽車售后服務(wù)的研究具有非常大的現(xiàn)實意義，為其他企業(yè)建設(shè)完善售后服務(wù)體系提供了參考。通過查閱法、實證法、專家法進行研究發(fā)現(xiàn)商用車售后服務(wù)工作應(yīng)從響應(yīng)速度、服務(wù)態(tài)度、技術(shù)水平、服務(wù)品質(zhì)和配件供應(yīng)五個緯度開展，對于商用車客戶來說其更關(guān)注響應(yīng)速度、技術(shù)水平和配件供應(yīng)。
[Abstract]:China's bus industry from scratch to existence, from weak to strong. Bus industry along the wave-like trajectory, the backbone of the industry continues to maintain a leading position of competition. The bus industry enters the small profit age, the automobile enterprise still wants to occupy the market according to the old competition product and the competition price way more and more difficult, it is bound to lead the enterprise to the after-sales service competition based on meeting the customer demand; Bus production in China is a typical technology-intensive and labor-intensive production. With the following production characteristics: 1 passenger car production orders batch unequal. 2 passenger car products variety. There is a great difference in the selection of passenger cars. 3. The replacement speed of bus products is fast. 4 the delivery time of bus products is short. Quality problems in the production process cannot be solved in time. The failure rate in the process of using passenger cars is still high, at the same time, the homogeneity of products and technologies has increased, the customers have further rationalized the purchase of passenger cars, and the consciousness of calculating operating costs and return on investment has been enhanced. The quality of after-sales service has become the decisive factor in the purchase of automobile products; Industry experts and scholars pay attention to the after-sales service of passenger cars, and the voice of building and perfecting the after-sales service of passenger cars is more and more powerful. The after-sales service system of H Automobile "Note 1" is unique, the most effective and comprehensive service platform in the bus industry, attracting Yutong. Great Jinlong and colleagues of Xiamen Golden Travel come to visit and study, so the research on after-sales service of H-car is of great practical significance, which provides reference for other enterprises to build and perfect after-sales service system. After-sales service of commercial vehicles should be carried out in five latitudes: response speed, service attitude, technical level, service quality and spare parts supply. For commercial vehicle customers, it is more concerned with response speed, technical level and supply of accessories.
【學位授予單位】：華南理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F426.471

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