随着信息经济、网络经济、知识经济新时代的到来,汽车行业的多数企业建立了网络化售后服务体系。这些信息化管理系统的实施,改变了汽车行业传统的沟通方式,减少了售后服务的响应时间,实现了企业与服务商和供应商之间快速、准确的信息交流,
为改善汽车售后服务质量和水平提供了切实可行的手段。但是,全球化市场竞争日益加剧,客户已成为企业最要的资源,谁拥有了客户,谁就赢得了市场,谁就赢得了利润,汽车行业也不例外。汽车售后服务，一项最具体、最讲究细节的综合服务，近年来随着消费者渐趋理性，谁能提供消费者满足的服务，谁就会加快步伐，占有市场份额。全力提升服务满足度、打造服务品牌正逐渐成为一些具有前瞻性的汽车品牌的共识，使汽车售后服务真正的发挥其独特的作用，推动汽车行业良好、健康的发展，也为汽车4S店或汽车维修企业的长期发展打下夯实的基础。汽车售后服务总是伴随着顾客，将汽车产品的售后服务做好、做细，既提升了顾客的满意度，也赢得了市场，这在汽车营销中是非常重要的。
关键词：汽车售后服务, 营销模式 ,消费者权益 ,消费者
Abstract
As the information economy, network economy, the arrival of a new era of knowledge-based economy, the automotive industry the majority of enterprises to establish a network of after-sales service system. The information management system for the implementation of the automotive industry has changed the traditional means of communication, a reduction of after-sales service response time, the realization of the enterprises and service providers and suppliers fast,
accurate exchange of information, in order to improve vehicle quality and after-sales service level provides a practical means. However, an increasingly competitive global market, the customer has become the most wanted resources, who owns the customer, the market will win, will win the profits, the automotive industry is no exception. Auto after-sales service, one of the most specific about the details of the most comprehensive services, in recent years become increasingly rational as consumers, who can provide services to meet consumers, who will accelerate the pace of market share. To improve service satisfaction, build brand service is becoming a number of forward-looking brand of car so that the auto after-sales service truly play its unique role in the promotion of theautomotive industry a good and healthy development, as well as auto shop or car 4S maintenance of long-term development of enterprises and lay a solid foundation. Auto after-sales service is always accompanied by the customer, the service will do a good job in automotive products, so Fine, we enhance customer satisfaction, but also won the market in the automotive marketing is very important.
Key words: auto after-sales service , marketing model , consumer rights and interests of consumers
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