摘要:隨著汽車市場的競爭日趨激烈，售后服務渠道的健全日益成為企業發展壯大的必 要因素。隨著汽車服務業的發展，國內外的汽車公司開發了許多汽車售后技術服務模 式，這些服務模式都有它們各自的優點和缺點，經過研究實踐，通過優勝劣汰，4S 店和連鎖經營成為汽車售后技術服務模式兩大陣營。4S  店其以銷售、服務為主，同 時擔負塑造品牌形象的終端優勢，投資規模大，服務專業完善，但數量、覆蓋率有限， 成本高，是主流車型廠商的首選。連鎖經營有強勢的品牌作依托，整體形象好，通常 有統一的服務收費標準、服務質量的承諾，而且連鎖企業網點多，能靠近車主活動區 域設置，是未來產業發展的主流，必將占領大半河山。專家認為，汽車后市場是產業 鏈中最穩定的利潤來源，汽車業 60%的利潤來自汽車后市場服務。目前，我國汽車后 市場的發展狀況明顯落后于汽車制造業，盡管國內相關企業數量眾多，但普遍業態簡 單、規模不大。因此，研究國外汽車售后技術服務模式的發展趨勢，分析國內汽車售 后技術服務模式存在的主要問題并采取相應的解決措施，對發展我國汽車售后服務 業，擴大汽車消費，進一步推動國民經濟的發展是非常必要的。

　　　本文首先對研究的相關理論基礎進行闡述，主要包括售后技術服務模式的理論、 售后技術服務的價值鏈分析。接著分析了 4S 店售后服務的現狀和發展趨勢，分析 4S 店存在的問題及原因，提出 4S 店的發展對策。然后分析了汽車售后服務連鎖經營的 現狀和發展趨勢，借鑒美國連鎖經營的經驗，發展我國連鎖經營售后服務。然后探析 汽車售后技術服務模式創新，包括品牌店和連鎖經營的混合經營、“人性化”到“車 性化”。最后，結論部分總結了本文的研究成果。

關鍵詞：售后服務，4S 店，連鎖經營

Abstract:As the car market increasingly competitive, after-sales service channels of sound becoming enterprise development and growth. As the car industry, domestic and foreign car company developed a number of automotive aftermarket technology service mode, the service mode has their own advantages and disadvantages, after research practice, by survival of the fittest, 4S and chains become automotive after-sales technical service model two camps. Work with sales and service at the same time responsible for shaping the brand image of Terminal invest large service professional perfection, but finite number, coverage, high costs, the mainstream model manufacturer's choice. Chain stores have strong brand as the backing, the overall image is good, there is usually a unified service fees, commitment to service quality, and chain outlets, to near the owner activity locale, the future industrial development of mainstream, will occupy most of the mountains. Experts believe that the automobile market is the most stable chain source of profits, 60% of the profits of the automobile industry from the car after-market services. At present, China's automobile market situation is significantly lagging behind the development of automobile industry, despite the large number of related domestic enterprises, but generally Yetai simple and small. Therefore, studying the automotive aftermarket technical service model of development trends, analysis of the domestic automobile after-sale technical service mode the  main  problems  and  take  appropriate  measures  to  resolve,  on  the  development  of China's automobile Shouhoufuwu industry, Kuo Tai car consumption, and further promote economic development is very necessary.

　　　On this basis the relevant theory explains, mainly includes post-sales technical service model, post-sales technical services value chain analysis. Then was 4S after-sales analysis of the situation and development trends, analysis of 4s problems and causes the development strategy of the 4S. And then analyzed the automotive after-sales service of status and trends, American chain business experience, the development of our franchising after-sales service. Finally, the conclusions section summarizes the results of research on this article.

Keyword: After-salesservic, 4S, The chain management