浅谈提高我国民航乘务员服务质量的措施毕业论文.pdfVIP

非淡泊无以明志，非宁静无以致远。——诸葛亮

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

·3

2.2现有空乘职业教学要求难以满足实际服务需求··························

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

非淡泊无以明志，非宁静无以致远。——诸葛亮

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