浅谈如何打高品质客舱服务.docVIP

PAGE PAGE ii 浅谈如何打造高品质的客舱服务摘 要当今世界正经历着由制造业主导的经济社会，向服务业为主导的经济社会发展进程的转变。随着服务经济社会的逐渐形成，服务业正面临着巨大的竞争压力，对服务和服务管理的各项理论和实践的研究正越来越被人们所关注。本文根据客舱服务的内涵、特点、重要性以及影响因素作为切入口，深入的分析了国内航空公司客舱服务与国外航空公司客舱服务情况，将两者进行鲜明对比，从而分析国内外航空公司的客舱服务的不足之处，最后从客舱服务质量管理体系、乘务人员素质、服务理念、品牌建设等方面提出打造优质客舱服务的对策和建议。 关键词：客舱服务，服务质量，品质服务An Analysis on How to Provide a high quality cabin service AbstractToday，the world is transforming from the traditional manufacturing society to the modern service society. With the rapid development of national economy, the whole service industry in China is not only faced with the opportunities but also the stem challenges．As a result, we must be a deep understanding of the importance to create high-quality cabin service.This paper begins with the factors that affect the quality of cabin service, and compares the present cabin service situation of domestic and foreign first-class airlines, using the relevant evaluation data. It summarizes the common features among good cabin service, as well as the reason of low quality cabin service in domestic airlines. Finally, it proposes some suggestions to create high-quality cabin service, including the cabin environment, service attendants and the integration of service processes.Key Words：Cabin Service; Service quality; High-Quality Service 目 录 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc357530500 摘 要 PAGEREF _Toc357530500 \h i HYPERLINK \l _Toc357530501 Abstract PAGEREF _Toc357530501 \h ii HYPERLINK \l _Toc357530502 第一章 绪论 PAGEREF _Toc357530502 \h 1 HYPERLINK \l _Toc357530503 1.1研究背景及意义…………………………………………………………………………… … PAGEREF _Toc357530503 \h 1 HYPERLINK \l _Toc357530504 1.2研究内容、思路和方法……………………………………………………………………….1 HYPERLINK \l _Toc357530507 第二章 客舱服务的内涵 2 HYPERLINK \l _Toc357530508 2.1客舱服务的概念……………………………………………………………………….………2 HYPERLINK \l _Toc357530511 2.2 客舱服务的特点………………………………………………………………………………3 HYPERLINK \l _Toc357530512 2.3 打造高品质客舱服务的重要性………………………………………………………………4 HYPERLINK \l _Toc357530513 2.4 影响客舱服务的因素……