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1、ResearchbackgroundAfter-salesservicetelephonevisitofcarownersistounderstandcustomersatisfactionwiththedegreeofthecompany'safter-salesservicequality,anditistheimportantwaytofindtheproblemintheafter-saleservicecompany(Wuetal,2013).Inaddition,theafter-salesservicevis
2、itistheimportantmeansforautomobileenterprisestobeawareofpotentialconsumerdemandandmaintaincustomerrelationship.Atpresent,themajorcarcompaniesrespectivelyestablishedafter-salesservicevisitsystem,butthepresenceofresearchdatashowsmanycarcompanyafter-salesservicetelep
3、honevisitgoestoinformal,andcannoteffectivelysolvetheproblemsencounteredintheafter-saleservice,customerscannotgothroughthecustomervisittoimprovetheirservicequalityandsatisfythepotentialdemandforafter-saleserviceandsoon(Zhang,2013).Thisstudyistostudytheafter-salesse
4、rviceforautomobilecompaniestopayatelephonevisit,throughthesurveyofcustomerstoexploreautomobileenterpriseshowtoestablishaneffectiveafter-salesservicetelephonevisitsystem,tomeetcustomerdemandforautomobileenterprisesafter-salesservicetelephonevisit.Audiisthefirstinte
5、rnationalluxurycarbrandtoenterChina;atpresentinChinaithasestablishedaperfectafter-saleservicesystem.Butinrecentyears,Audifoundthattheafter-salesservicetelephonevisitsystemofShanghaiofficehasnotbeeneffectiveenforced,alsodidnotplaytheeffectofafter-salesserviceteleph
6、onevisit(Li,2009).AudievenfoundsomeAudi4sstoresinShanghaitoldtheAudicarowners,iftheygotacallfromtheAudiheadquartersthatpaysareturnvisit,iftheygive4sstoreasatisfactoryevaluationontheirafter-salesservice,anddonotspeakoutcurrentproblemsin4sstoreafter-salesservice,the
7、ntheywillgetcashrewardsandfreemaintenance.ThismakesAudiheadquartersphonetelephonevisitcannotplaythesupervisionoverthequalityoftheAudi4sstore’safter-salesservice,alsocannotfindtheproblemsexistingintheafter-salesservice(Qianetal,2013).Therefore,thisresearchchoosesAu
8、diasthecarcompany'scase,tostudyitsproblemsofafter-salesservicetelephonevisit.IdentifytherelationshipbetweenthecompanypointandcustomerpointAfter-salesser
