浅谈我国平易近航空乘干事质量的改良方法(国外英文资料).docVIP

浅谈我国民航空乘服务质量的改进方法(国外英文资料) Discussion on the improvement method of civil aviation attendant service quality in China Service is the process of finding the customers needs within the business scope and helping the customer as much as possible to meet the customers needs. Service is a kind of spiritual commodity. With the rapid development of economy, the service industry has entered a stage of rapid development. As far as the flight attendant service is concerned, the situation is too large, but the quality is not high. On the one hand, the number of flight attendants. Service experience from shortage to surplus process, flight service personnel employment pressure increases. On the other hand, in terms of quality, flight service still cannot meet the requirements of the development of civil aviation service. First, the characteristics and functions of flight attendants First of all, the air crews working environment is relatively small space, the air is not circulating, the planes flight height is generally about 10 thousand meters, away from the earths magnetic field, high-altitude work, there are varying degrees of noise pollution. In such a special working environment, we must continue to interact with a variety of people, providing passengers with a variety of services, such as safety instructions, procedures, catering services, emergency response, etc.. Second, the uncertain risks of in-flight flight make the flight attendants a constant source of potential fear and insecurity, while the serving passengers also carry sensitive and disturbed emotions. Again, the flight attendants abroad during the rhythm of life changes, diet is not the law, poor quality of sleep, jet lag and other factors can make the flight attendant has been in a high degree of psychological stress, resulting in decreased immune function, increased susceptibility. Based on this feature, it requires flight attendants not only to have decent manners, good physical and psychological quality, but