浅析如何打造品质客舱服务.docVIP

PAGE PAGE 13浅析如何打造高品质的客舱服务 摘 要飞机作为当今快捷便利的交通工具已飞速进入普通民众的生活中。随着生活水平的提高，人们对客舱服务品位的要求已由方便实用型变成了舒适享受型，而且期望值也与日俱增。因此，排除影响客舱服务质量的因素，加强客舱服务质量的管理，提升客舱服务品质，创新客舱服务，是保证航空公司客源充足和快速健康发展的重要前提。本文在阐述了客舱服务内涵的基础上，分析了客舱服务质量的现状和问题，查找了影响客舱服务质量的根源，最后着重从硬件设施和软件设施方面给出了提升客舱服务质量的一些建议。关键词：客舱服务，高品质，创新 ABSTRACT As the fast and convenient means of transport,the aircrafts have come into the lives of the common people. With the improvement of their living standard,people’s requirements for the grade of cabin service have been changed form the convenient and practical type to the comfortable and enjoyable one and their expectations for quality service have grown with each passing day. Therefore,in order to ensure adequate passengers for the airline companies and the fast and healthy development of the civil aviation industry, it is important to eliminate the factors thich affect the quality of cabin service, to reinforce the quality control and to innovate new meansures for the quality service. On the basis of expounding the connotation of the cabin serbice, this paper analyzes the present situation and existing problems of cabin service in China’s civil aviation industry, and then points out their causes. Finally the paper suggests that some hardwere facilities and software measures should be provided for improving the quality of the cabin service. KEY WORDS：Cabin service, high quality, innovation 目 录 HYPERLINK \l _Toc326435166 任务书 II TOC \o 1-3 \h \z \u HYPERLINK \l _Toc326435165 摘 要 PAGEREF _Toc326435165 \h IV HYPERLINK \l _Toc326435166 ABSTRACT PAGEREF _Toc326435166 \h V第一章 HYPERLINK \l _Toc326435167 前言 PAGEREF _Toc326435167 \h 1 HYPERLINK \l _Toc326435168 第二章 客舱服务的内涵 PAGEREF _Toc326435168 \h 2 HYPERLINK \l _Toc326435169 2.1客舱服务的概念 PAGEREF _Toc326435169 \h 2 HYPERLINK \l _Toc326435170 2.2 客舱服务的特点 PAGEREF _Toc326435170 \h 3 HYPERLINK \l _Toc326435171 第三章 客舱服务质量的现状与问题 PAGEREF _Toc326435171 \h 5 HYPERLINK \l _Toc326435172 3.1 客舱管理 PAGEREF _Toc326435172 \h 5 HYPERLINK \