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Research on the After-Sale Service Management System of Dupont Automotive Paint

Author: LiuJiHai
Tutor: WangXiQing
School: Jilin University
Course: Business Administration
Keywords: DuPont Automotive Coatings After-sales service Service Recovery
CLC: F426.72
Type: Master's thesis
Year: 2009
Downloads: 253
Quote: 0
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Abstract


With the improvement of the level of consumption and changes in consumer attitudes , the customer requested both in the choice of products , quality products , at the same time want to enjoy the excellent products and services . At present , more and more companies recognize quality products and low prices alone can not guarantee that the competitive advantage of enterprises . To provide quality service to help customers solve problems in production operations , establish a good corporate image and reputation , to win customer satisfaction and loyalty , has become an important strategy for enterprises to improve their competitiveness . This article is a review of the development of the domestic automotive coatings and automotive coatings market analysis . Analyze the characteristics of automotive coatings after-sales service , services , processes, and services process based on the proposed management system to build three of the after-sales service of automotive coatings . Through the implementation of three management system can effectively improve the quality and level of after-sales service of DuPont automotive coatings . In this paper, the quality of service management , service recovery and relationship marketing theory as the guiding DuPont Automotive Coatings service work , has played a good role to improve service performance , and practical service marketing strategy , DuPont Automotive Coatings aftermarket management a theoretical basis and the actual reference value .

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CLC: > Economic > Industrial economy > China Industrial Economy > Industrial sector economy
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