“售后服务”的出现，是市场竞争所致的必然结果。汽车产品在发展到一定程度上，制造技术已相差无几，也是汽车市场从产品转向服务的主要原因，
然而，售后服务往往也是汽车4S店或汽车经销商的主打战略王牌，而现实的汽车售后服务中存在诸多的问题也是消费者所了解的，从而影响了消费者对汽车产品的购买和接受汽车售后服务产生了许多负面的影响。所以，将汽车产品的售后服务做好、做细的汽车4S店或汽车经销商感动了顾客的心，提升了顾客的满意度，也赢得了市场。由此可见，汽车售后服务作用的重要性，汽车的售后服务在整个汽车营销过程中有着特殊的“使命”，对汽车产品和服务走入市场化起着积极的过度与推动作用，对繁荣汽车市场有着深远的意义。
关键词：售后服务，消费者，市场竞争
abstract
"Service" has emerged due to the inevitable result of market competition. Automotive products to a certain extent in the development, manufacturing technology has almost the same, but also from product to service the automotive market the main reason, however, often the car service shop or car dealer 4S main strategic trump card, and the reality of the automobile after-sales service exist in many of the problems are understood by consumers, thus affecting the consumer automotive products, acquisitions and car service produced many negative effects. So, the good after-sales service of automotive products, meticulous car 4S shops or car dealers touched the hearts of customers, improved customer satisfaction, has won the market. This shows that the importance of the role car service, car service in the entire car sales process has a special "mission" of automotive products and services into the market over and playing a positive impetus to prosperity car the market has far-reaching significance.
Key words: service, consumer, market competition
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