空乘-沈阳航空航天大学-国内外民航客舱服务对比分析.docxVIP

PAGE PAGE I 客舱服务的发展方向 摘 要 在航空运输服务的过程中，客舱服务是航空公司与旅客之间直接进行消费与服务交流的一个重要环节。纵观全球航空公司，在客舱服务上虽然已经有了很大的进步，但是依旧存在着不足，例如品牌意识薄弱，服务制度的不完善等，这些问题会直接影响旅客对航空公司的满意度，进而影响其产业的发展。在全球航空产业来说，新加坡航空的客舱服务是最为优质的，以“优质服务，甜美微笑”最为著名。中国东方航空公司是中国三大国有大型骨干航空企业之一，为全球各地的旅客用心服务，多年来屹立不倒的良好企业形象，其中有部分原因是依靠了飞行中的客舱服务。本文将对新加坡航空和中国东方航空中的客舱服务作简要对比，发现优点求同存异，为发展特色化、个性化的航空服务提供一些参考性建议。 关键词：新加坡航空；中国东方航空；客舱服务；服务质量 PAGE PAGE II Abstract In the course of air transportation service, the passenger cabin service is an important link between the airline and the passengers. Cabin service also is considered东航most of the passengers as airlines provide consumer service quality is the most important place, therefore, how to improve the cabin service standards and quality, to maximize customer satisfaction, become the airline promote brand awareness and improve the work of an important social effects. Airlines around the world, on the cabin service although has had the very big progress, but still exist some defects, such as brand awareness is weak, imperfect service system, these problems will directly affect the satisfaction with airlines passengers, will affect the development of the industry. In the global aviation industry, Singapore airlines cabin service is the best, best known for its good service and sweet smile. China Eastern airlines is one of Chinas three major state-owned aviation enterprise backbone, and travelers around the globe with whole-hearted service, over the years, the good enterprise image, standing there are part of the reason is rely on the cabin service in flight. Singapore airlines and China Eastern airlines will be brief comparison between the cabin service discovery advantages seeking common ground while putting aside differences, for the development of characteristic, personalized service to provide some referential Suggestions. Key words: Singapore Airlines, China Eastern Airlines, cabin service 目 录 TOC \o 1-3 \h \z \u 摘 要 I 1 绪论 5 1.1研究背景 5 1.2研究意义 5 1.3研究方法 6