浅谈提高我国民航乘务员服务质量的措施毕业论文.docVIP

PAGE PAGE 6 目 录 1 客舱服务质量················································1 1.1 服务质量的含义··············································1 1.2 服务质量的内容·····················································2 2 空乘服务质量的现状··········································3 2.1 学历水平低·························································3 2.2现有空乘职业教学要求难以满足实际服务需求···························3 2.3空乘人员职业生涯较短?······································3 3 影响空乘服务质量的因素分析··································4 3.1客舱环境较为复杂···················································4 3.2服务对象的特殊性···················································4 3.3招聘空乘人员的标准不够科学·········································5 3.4空乘人员培训的力度不够空乘人员培训内容单一·························5 4 提高空乘人员服务质量的措施·································6 4.1提高空乘专业教学质量···············································6 4.2掌握沟通技巧，提高服务质量·········································7 4.3航空公司完善用人体制···············································7 4.4充分发挥自身优势，利用非语言因素···································7 5 快捷的服务效率·············································8 6 建立良好的旅客关系·········································8 7 结论·······················································9 8参考文献····················································10 9 致谢·······················································11 浅谈我国民航乘务员的服务质量的措施 摘要： 民航业是国民经济发展的基础产业，与旅游、商贸、物流等行业联系紧密。在大力发展第三产业的今天，它无疑有着强烈的市场吸引力。随着我国经济的发展和人民生活水平的提高，人们社会交往的频率也在不断增加，由此对交通运输的选择也越来越重视，对航空运输的需求日益增加。我国民航业的发展呈现出史无前例突飞猛进的巨大潜力，人们对民航服务水平的要求也越来越高。因此航空公司之间服务的竞争愈演愈烈。如何让民航服务这个举足轻重的软件实力在竞争中不断提高为航空公司带来巨大的经济效益使得其竞争立于不败之地并且让航空公司不断壮大就成了一个非常棘手并且有待研究的问题。如何有效提高民航人员的服务意识和打造高品质的服务质量并且使其在客舱服务中完美实施与应用就显得尤为重要。本文通过多方面阐述了服务意识和服务质量对民航客舱服务的重要性，提出了如何提高服务意识和服务质量的方法。 关键词：民航服务 服务意识 服务质量 1 客舱服务质量 1.1 服务质量的含义 跟服务意识同等重要的另一品质就是服务质量。然而质量是一个宽泛而抽象的多意词。比如质量是物理学术语、管理学术语、产品术语以及工程术语的诠释。本文着重讨论的质量意义是当质量与服务这个无形产品放在一起形成服务质量时的涵义。质量是产品或服务的总体特征和特性，基于此能力来满足明确或隐含的需要。服务质量是指服务能够满足规定和潜在需求的特征和特性的总和，是指服务工作能够满足被服务者需求的程度。是企业为使目标顾客满意而提供的最低服务水平，也是企业保持这一预定服务水平的连贯与