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浅谈航空乘务员服务礼仪规范-
毕 业 论 文
浅谈航空乘务员服务礼仪规范
作 者 黄慧芳 指导老师专 业班 级
2012年3月12日
目 录
摘要 ································································································································ （1） 关键词 ···························································································································· （1） Abstract························································································································ （1） Key words······················································································································ （1） 前言 ································································································································ （2）
一、航空服务礼仪的概念 ···························································································· （2）
(一) 什么是服务？ ································································································ （2）
（二）什么是礼仪？ ································································································ （2）
二、航空服务礼仪的体现 ···························································································· （3）
(一) 航空服务人员的职业形象礼仪 ···································································· （3）
（二）航空服务人员的职业规范服务礼仪 ···························································· （4）
三、乘务员仪表仪容规范 ···························································································· （5）
（一）仪表规范 ········································································································ （5）
（二）仪容规范 ········································································································ （5）
四、乘务员动作姿态规范 ···························································································· （6）
（一）站、坐、走、蹲姿 ························································································ （6）
（二）指引、鞠躬 ································································
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