Research On ZF Automobile Company's After-sales Service O2O Business Model

With people's incomes are rising year by year,a lot of families had owned the private car.In the face of the huge stock of automotive aftermarket,there were lots of relevant automotive business had born gradually.Especially,automotive after-sale service has been the biggest profit in the automotive after-sale industry.However,the industrial field was not standard,high maintenance price,No transparent the maintenance process,spare part without quality assurance,poor consumer experience and other factors,it had been emerged chaotic phenomena in the automotive after-sale market.In the recent years,the under of Internet high technology influence and penetration,automotive after-sales service market has undergone earth-shaking changed slightly,all after-sale market is facing the situation of reshuffle.Under of such as trend,most of the enterprise owner will think about business transformation and upgrading in the future.Under this situation,as research and investigation in ZF automotive company,we need to research deeply for after-sale service problem in the automotive after-sale market.This thesis has designed six chapters.The first chapter is the introduction which expounds the background,significance and current situation of research;The second chapter is the theoretical basis,focusing on the relevant concepts,theories and analysis tools;The third is he situation of ZF automotive company after-sale service business model,focusing on the current situation and existing problems of the after-sales service of ZF chain enterprises;The fourth chapter is business model building of ZF automotive after-sale service,focusing on the application of O2 O business model,and how to build business model and architecture design base on the current problems of ZF enterprises;The fifth chapter is the implementation of the ZF automotive company after-sale service O2 O business model,from the design of the solutions to the evaluation of the implementation effect,to verify the feasibility trend of O2 O after-sales service business model.The sixth chapter is the conclusion and prospect.This thesis mainly draws the following two conclusions: first,it summarizes the in-depth combination of automotive after-sales service and Internet application not only enabling motivation of the automotive after-sales service industry,but also it provides diversified services for consumers;second,it solves the existed pain points in the after-sales service of traditional maintenance enterprises through the O2 O business application,and also make sure the organic integration of online businesses and offline services,to promote customer satisfaction.The research of this thesis not only helps ZF automotive chain enterprises to improve the after-sales service management,but also provides experience for other automotive after-sales service management in the field.