【正文】 2021, It has been progress, gained rapid development in western Liaoning in last four years. However, Jinzhou Huabao auto 4S shop is still in the growing years, there are still many problems in service. Therefore, the study of 4S Jinzhou Huabao shop is currently problematic Solutions, vigorously improve service quality, service brand has its significance. In this paper, take the service management in Jinzhou Huabao auto 4S shop as target for the study, bined with the current state of Jinzhou Huabao 4S problems in service were analyzed and proposed ， it describes the service problems in the reception and the reception from the sale of etiquette, reception venue construction and reception process issues were detailed improvements and adjustments. Secondly, the sale of spare parts inventory management, spare parts and other issues raised calls for improvement , take an example that analysis of customer satisfaction management in Jinzhou Huabao 4S shop to proposed the establishment of the customer information database, customer information management and customer management 6S strategy. Finally,the human resource management of a targeted the above analysis demonstrates, 4S shop service can improve service levels, service managers engaged in providing reference. Key words: 4S shop。 customer satisfaction 本科生畢業(yè)設計（論文） III 目 錄 第 1章 緒 論 ....................................................................................... 1 研究的背景和意義 .................................................................... 1 國內外汽車售后服務現(xiàn)狀 .......................................................... 1 國內汽車售后服務發(fā)展現(xiàn)狀 .............................................. 1 國外汽車售后服務發(fā)展現(xiàn)狀 .............................................. 2 第 2章 汽車服務業(yè)基本概念和理論 ................................................................... 4 汽車售后服務的理論內涵 .......................................................... 4 售后服務的概念 .............................................................. 4 汽車售后服務的內容 ........................................................ 4 汽車售后服務的特點 ................................................................. 5 汽車服務的無形性 ........................................................... 5 汽車服務的即時性 ........................................................... 5 汽車服務的易進入性 ........................................................ 5 汽車服務的外部影響性 .................................................... 6 汽車服務的相關理論 ................................................................. 6 資源基礎理論 .................................................................. 6 服務補救理論 .................................................................. 6 第 3章 錦州華寶售后服務存在的問題分析 ....................................................... 8 整體運營狀況 ........................................................................... 8 售后服務接待主要存在的問題 ...................................................10 禮儀規(guī)范問題 .................................................................10 接待場所建設問題 ..........................................................10 接待流程中的問題 .......................................................... 11 錦州華寶備件部存在的問題 ......................................................13 錦州華寶備件倉儲部門運行現(xiàn)狀 ......................................13 錦州華寶 4S 店庫 存積壓過多 ...........................................13 錦州華寶零件調用速度慢 ................................................14 錦州華寶客戶關系管理存在的問題 ............................................15 客戶關系管理的涵義及現(xiàn)狀 .............................................15 客戶關系管理中存在的問題及原因分析 ............................16 工作人員技術力量不足 .............................................................17 第 4章 售后服務中存在問題的對策研究 ......................................................... 18 本科生畢業(yè)設計（論文） IV 錦州華寶售后接待中問題的對策研究 .........................................18 禮儀規(guī)范化 ....................................................................18 場所的建設與調整 ..........................................................20 流程的整改方案 .............................................................21 備件倉儲部門出現(xiàn)的問題的對策研究 .........................................23 改善庫存結構 .................................................................23 改善備件周轉方式 ..........................................................23 改善庫存盤點方式 ..........................................................24 針對忠誠客戶管理的對 策研究 ...................................................24 影響客戶忠誠度的因素 ...................................................24 顧客管理 6S 戰(zhàn)略 ............................................................25 錦州華寶客戶信息收集中的策略和改進 ............................26 加強人力資源管理 ..................................................................27 合理配置人員結構 ..........................................................27 加強技術培訓 .................................................................29 第 5章 錦州華寶售后服務改進效果分析 ......................................................... 30 禮儀規(guī)范效果分析 ...................................................................30 流程整改效果分析 ...................................................................30 改進庫存周轉方式和顧客關系管理后效果分析 ...........................32 加強人力資源管理效果分析 ......................................................33 第 6章 結 論 ....................................................................................................... 36 參考文獻 ............................................................................................................... 37 致 謝 ..................................................................................................................... 38 附錄 I ..................................................................................................................... 39 本科生畢業(yè)設計（論文） 1 第 1章 緒 論 研究的背景和 意義 隨著我國居民生活水平地不斷進步，汽車進入了千家萬戶。汽車銷售量的迅速增加給汽車的售后服務帶來了機遇和挑戰(zhàn)?？梢?，汽車售后服務市場實在是汽車產業(yè)鏈中最穩(wěn)定的利潤來源，在美國被譽為 “黃金產業(yè) ”，甚至可占據(jù)總利潤的 60％至 70％。但是，