摘 要
随着中国经济的发展与法治社会的建设实施，我国汽车保有量不断增长，汽车消费
不断增加。汽车保养店也得到了迅猛的发展。虽然私家车近几年数量呈爆炸式增长，但
个体消费能力有限，面对高利润市场的萎缩、利润点的减少，A 汽车保养店在此环境中
越发困境，开始寻找外围利润点。随着国家开放保险市场的主体，汽车保养店渠道日渐
成为保险销售的主战场。保险公司也希望与汽车保养店建立合作关系，利用汽车保养店
的优质渠道进行保险销售。A 汽车保养店面对此市场环境主动调整经营方向，逐步从单
纯的汽车维修与保养拓展到保险销售，达到共赢。本文首先介绍了汽车维修行业的发展
历史，分析了保养店内外部环境及经营现状。以代理与驻店模式，两种合作经营模式出
发，分别阐述了保养店与保险公司开展合作的利弊，驻店模式下对保养店的优缺点，代
理模式下对保养店的优缺点。提出了保养店在与保险公司合作时可能出现的问题。最后，
保养店在综合上述情况下，选择代理模式为经营合作方式，并提出了保养店要运用科技
手段提升服务质量、合理控制维修费用、深化合作内容等措施。通过一系列改革，树立
品牌，增加顾客忠诚度，创造更多的利润
关键词：汽车保养店 保险公司 业务合作 手续费
研究类型：应用研究西北大学硕士学位论文
II
Abstract
With the development of China's economy and the construction and implementation of a
society ruled by law, the number of automobiles in China is increasing, and the consumption
of automobiles is increasing. Car maintenance shops have also been developing rapidly.
Although the number of private cars has increased explosively in recent years, the individual
consumption capacity is limited. Faced with the shrinking of high-profit market and the
decrease of profit points, Aautomobile maintenance shop has become more and more difficult
in this environment and began to look for peripheral profit points. With the opening of the
main body of the national insurance market, the automobile maintenance shop channel has
become the main battlefield of insurance sales. Insurance companies also hope to establish
cooperative relations with automobile maintenance stores and use the high-quality channels of
automobile maintenance stores for insurance sales. Faced with this market environment, A
automobile maintenance shop actively adjusts its business direction, gradually expanding
from simple automobile maintenance and maintenance to insurance sales, to achieve win-win
situation. Firstly, this paper introduces the development history of the automobile
maintenance industry, and analyses the internal and external environment of the maintenance
shop and the current situation of its operation. Starting from the two modes of cooperative
operation, this paper expounds the advantages and disadvantages of cooperation between
maintenance shop and insurance company, the advantages and disadvantages of maintenance
shop under the mode of shop-in, and the advantages and disadvantages of maintenance shop
under the mode of agency. Put forward the problems that the maintenance shop may have
when working with the insurance company. Finally, under the above circumstances, the
maintenance shop chooses the agent mode as the mode ofoperationand cooperation, and puts
forward some measures such as using scientific and technological means to improve service
quality, reasonably control maintenance costs and deepen cooperation content. Through a
series of reforms, we should establish brand, increase customer loyalty and create more
profits.
K e y Wo r d s ： car maintenance store,insurance company,business cooperation,service fee.
Research Type：Applied Research目 录
III
目 录
摘 要.......I
Abstract II
第一章 绪论......1
1.1 选题背景...........1
1.2 研究思路及方法...........2
1.3 研究内容与框架...........2
1.4 相关理论简述...3
1.5 本文贡献...........5
第二章 国内汽车保养店市场环境分析..........6
2.1 汽车保养店的发展历史...........6
2.2 外部环境分析..7
2.2.1 市场分析.7
2.2.2 政治法律环境方面.........8
2.2.3 经济环境方面.....8
2.2.4 技术环境方面.....9
2.2.5 社会文化方面...10
2.3 汽车保养店行业分析12
2.3.1 竞争环境分析...13
2.3.2 汽车保养店标准...........15
第三章 汽车保养店与保险公司合作模式....18
3.1 行业合作背景阐述.....18
3.1.1 保险公司由强势地位转向保养店为主导.......18
3.1.2 相互合作加强与深化发展.......19
3.2 A 汽车保养店与保险公司合作的措施 ......20
3.2.1 细分客户市场...20
3.2.2 树立良好的品牌形象...21
3.2.3 提供方便快捷多样化的服务...21西北大学硕士学位论文
IV
3.2.4 工作内容专业化21
3.2.5 保险公司成立专业部门21
3.2.6 建立合适的内部组织机构........22
3.3 A 汽车保养店与保险公司的合作优势.......22
3.4 A 汽车保养店与保险公司的驻店模式.......23
3.5 A 汽车保养店与保险公司的代理模式.......23
3.6 两种模式的比较分析..23
3.6.1 驻店模式的优缺点........23
3.6.2 代理模式的优缺点........25
第四章 A 汽车保养店与保险公司业务合作的问题分析...27
4.1 A 汽车保养店内部现状分析...........27
4.1.1 A 汽车保养店经营概况.........27
4.1.2 A 汽车保养店业务特点.........29
4.2 A 汽车保养店存在的问题...29
4.2.1 修理等费用不断提高....29
4.2.2 保险业务不专业29
4.2.3 故意隐瞒赔付条款造成不良后果........30
4.2.4 其他问题30
4.3 保险公司存在的问题..31
4.3.1 为争夺市场不断提高手续费....31
4.3.2 消费者信息不全面........31
4.3.3 绩效考核不科学32
4.3.4 驻店模式中的保险误导问题....32
第五章 A 汽车保养店与保险公司业务合作建议...33
5.1 合作模式选择..33
5.1.1 A 汽车保养店与保险公司合作模式选择.....33
5.1.2 A 汽车保养店与保险公司业务营销模式选择.........33
5.2 A 汽车保养店运用科技手段来提高顾客满意度...34
5.3 A 汽车保养店严控维修费用提高保险公司与顾客满意度...........35
5.4 A 汽车保养店与保险公司深化业务合作...36目 录
V
5.4.1 提升自身业务水平消除消费误导.......36
5.4.2 适实订制保险产品.......37
5.4.3 与客户建立紧密关系...37
5.4.4 深挖渠道资源...37
5.5 保险公司对 A 汽车保养店的业务支持 .......38
5.5.1 加强理赔管理与保障科学赔付...........38
5.5.2 优化保险公司考核机制...........38
5.5.3 优化保险产品组合.......39
5.5.4 提供更多优质产品和服务.......39
5.5.4 在大数据技术基础上实现最优流程管理.......39
第六章 结论与展望....40
参考文献..........41
致 谢....44第一章 绪论。