民航机场不正常航班服务补救研究-企业管理专业毕业论文.docx

河北经贸大学硕士学位论文 民航机场不正常航班服务补救研究 Abstract With the development of social economy of our country, planes have been the top choice in the vehicle for business travel and tour. Meanwhile, the air service and airport service have been a focal point of the social concern. At present, the abnormal flight rate of the domestic and international is about 20%. The abnormal flight has already affected the journey and brought a great deal inconvenience to the passengers. It makes the airport suffer economic loss and has increased the difficulty for the service. It will also damage the enterprise’s image if it’s dealt with improperly. Therefore, it must be treated as a urgent matter to find the service failure in time and solve the service problem caused by the abnormal flights rapidly and properly, if they want to improve the service quality of airports continuously. This thesis is the study on the airport service recovery of abnormal flight. It is made up of five parts. Part 1 mainly recommends the background of the title’s selection, the purposes of the research and the structure of the thesis. Part 2 summarizes the course of change and development, the present situation and the developing trends of the country’s civil aviation airport industry. It has introduced the content, target and characteristic of the civil aviation airport services. This part points out the problems caused by the service quality of abnormal flights have gone from bad to worse. Part 3 analyzes the service expectations of the passengers and the causes of the service failure of the abnormal flights, and puts forward the basic principles of solving service problems in the abnormal flight. Part 4 has offered the suggestion of setting up The Service Recovery Management System of Abnormal Flights in Airports and explains its components (The Service Failure Early Warning System, The Service Failure Treatment System, The Service Recovery Study-Improvement System). Part 5 puts forward the measures of making The Ser