从市场发展规律来看,某一产品的极大丰富与市场竞争的日益加剧,最终将使企业的市场竞争由以产品为中心向以服务为中心转移,这种规律在工程机械行业同样适用。随着国内市场的不断成熟,用户对设备本身的需求逐渐弱化,而开始更多地考虑设备及其服务所凝结的价值。对于制造企业而言,承载这一市场转型的最直接业务主体就是售后服务,售后服务已经 Judging from the law of market development, the great enrichment of a certain product and the increasingly intensified market competition will eventually make the market competition of enterprises shift from product-centered to service-oriented. This law also applies to the construction machinery industry. As the domestic market continues to mature, the user’s demand for the device itself is gradually diminishing, and more consideration is being given to the value of the device and its services. For manufacturing enterprises, the most direct business body carrying the transformation of this market is the after-sales service, after-sales service has been