在汽车市场上各品牌厂商竞争日益激烈,消费者的消费观念也随之转变,在考虑价格因素之余,还重视汽车的质量、外观、实用性,更加注重汽车4S店的售后服务.针对当前我国汽车4S店的服务现状,结合汽车4S店行业特点,根据客户需求而设计的一体化智能管理方案.该方案是对汽车4S店呼叫中心与车牌识别进行一体化设计,为国内汽车4S店量身打造了汽车4S店智能管理系统.

In the automotive market,the brand competition is becoming increasingly fierce,the consumer's consumption concept has changed. In consideration of the price factor,the motor quality,appearance,practicability are also paid more atten?tion,especially the after?sale service of automobile 4S shops. In view of the service present situation of automobile 4S shops in China,combined with the industry characteristics of automobile 4S shops,an integrated intelligent management scheme is de?signed according to customer requirements. The purpose of scheme is to integrate the call centers of automobile 4S stores and li?cense plate recognition systems for establishing an integration smart management system for the automobile 4S shops in China.

汽车4S店是一种集销售、售后、零配件及信息反馈为一体的汽车销售模式，是当前各大汽车生产厂家占领市场与促进销售的重要手段。对于汽车4S店而言，财务管理是企业管理中的重要内容，是保证企业发展的重要管理手段。本文通过简单分析加强汽车4S店财务管理的重要性，并对其财务管理的重点进行探讨。

Auto 4S shop is a automotive sales model combined with the sales, after-sales, spare parts and feedback, and is an important means for major automobile manufacturers dominating the market and promoting sales currently. For auto 4S shop, the financial management is an important part of business management and an important management means to ensure the development of enterprise. In this paper, the importance of strengthening the financial management of auto 4S shop is analyzed and the focus of financial management is explored.

汽车4s店通常要储备大量的维修配件，汽车的维修配件需要进行库存管理。本文着重阐述汽车4s店在ABC分类基础上进行分类，对汽车维修配件进行库存控制，在配件满足率及资金周转率之间找到平衡点，既满足用户对汽车维修配件的需求，又保证了企业的利润。

@@@@Automobile 4S service center is usually a large reserve of repair parts, automobile repair pars need to stock control. This article focuses on automobile 4S service center for classification in ABC on the basis of classification, stock control of automobile maintenance and repair parts, to find the balance point between parts satisfaction rate and turnover rate of funds, not only to meet the needs of customs of automobile maintenance and repair parts, and ensure the profits of enterprises.

中国目前汽车4S店虽然拥有大量的硬件设施，但是4S店服务水平低，管理不规范，有很多潜在的问题日益突显出来是众所周知的共性所在。从长远来看，4S店要谋求长远发展，服务竞争必将成为未来汽车行业竞争的主战场。制定服务营销，是发展4S店自身服务品牌的关键所在。服务营销必将成为创建4S店品牌的重要的途径。

Though automobile 4S shop has a large number of hardware facilities in China, the services level is low and management is not standardized, and there are many potential problems have become increasingly apparent. From the long term, services will become the central battleground in the auto industry in the future if 4S shop want to seek long-term development. Making services marketing is the key to develop 4S shop''s own brand. And service marketing will become an important way to create 4S shop''s brand.

服务补救是服务型企业对顾客不满和抱怨行为做出的补救性反应,补救绩效是服务补救措施给企业带来的实际效果,服务补救是影响补救绩效的重要因素。以汽车4S店为研究对象,检验服务补救影响补救绩效的理论模型。结果表明,服务补救以其维度特征对补救绩效产生影响,而顾客个性特征显著调节这一影响过程。最后,提出了汽车4S店提升服务补救绩效的管理建议。

Service recovery is the remedial activity which service-oriented business conducts according to customer dissatisfaction and complaints,as well as the key factor affects recovery performance,which results from service recovery activities.From the perspective of auto 4S shops’customers,this paper makes empirical test for the model between service recovery and recovery performance.The research re-sults indicate that service recovery has positive direct effect on recovery performance,and customer per-sonality significantly moderates the relation ship between service recovery and recovery performance.Fi-nally,managerial implications in auto 4S shops are proposed based on the research discussions.