航空特色化服务问题和对策浅析--毕业论文.docxVIP

航空特色化服务问题与对策浅析 ［摘要］ 随着社会经济的快速发展，国际航空业竞争日益激烈。中外航空公司之间可以说是服务质量上的竞争，因此中外航空公司迫切需要以高质量、高效率的服务来赢得竞争优势力。高质量的服务是中外航空企业赢得竞争对手的关键手段，来满足顾客的需求，获得期望的标准这才是真正的竞争成功。x航空公司通过向消费顾客提供特色化与个性化的服务来获取市场竞争的差别优势。这同时也是中外航空运输行业公认的有效手段。对于x航空公司来说提高服务质量不是一项简单的任务，它需要根据自身服务状况与客户需求之间的差异，改进完善，以满意的服务保障自己在航空业竞争中立于不败之地。 ［关键词］航空；特色化服务；服务现状；对策 Analysis on the problems and Countermeasures of x Aeronautical Specialization Service ABSTRACT: With the rapid development of social economy, the competition in the international aviation industry is becoming increasingly fierce. The competition between Chinese and foreign airlines can be said to be on the quality of service. Therefore, Chinese and foreign airlines are in urgent need of high quality. High efficient service to win competitive advantage. High quality service is the key means for Chinese and foreign airlines to win competitors to meet the needs of customers. This is the real success of competition. x Airlines acquires the competitive advantage of the market by providing special and personalized services to consumers. This is also a common practice in the air transport industry. Effective means of recognition. For x Airlines to improve Service quality is not a simple task, it needs to improve and perfect according to the difference between its service status and customer demand, and to ensure its invincible position in the competition of aviation industry with satisfactory service. KEYWORDS: x airlines; Special services; Service status；Countermeasures. 目录 摘要…………………………………………………………… 第一章 x航空特色化服务现状……………………………… 1.1 特色服务意识……………………………………………… 1.2 x航空特色化服务现状…………………………………… 第二章中外航空特色化服务的差别…………………………… 2.1 市场定位战略目标……??……………………………… 2.2 内外环境区分………………………………………… 2.2.1 机票丢失……………………………………………… 2.2.2 飞机延误………………………………………………… 2.2.3 服务理念………………………………………………… 2.3 组织结构及文化……………………… 2.4 两大航空公司竞争优势……………………… 第三章航空特色化服务质量问题……………………… 3．1 x航空特色化服务存在的主要问题……………………… 3.1.1 缺乏特色化服务质量指标……………………… 3.1.2 机票定价制度不便利……………………… 3.1.3 特色化服务缺乏人性化……………………… 3.1.4 事后救济服务制度不完善……………………… 第四章改善特色化服务质量的措施………………