浅析民航发展过程中服务的重要性(航空服务)(任务书,开题报告,毕业论文4700字)
摘 要
本文主要内容是强调民航发展过程中服务的重要性，从改革开放一直到现在，随着百姓日常生活水平的提高，民航越来越多的成为居民消费热点之一。在介绍了我国近年民航事业发展情况的基础上，以服务入手进行了分析，并得出公众对我国民航发展过程中表现出来的服务水平在不断关注，对民航发展过程中遇到的安全、价格、服务等问题时，服务竟占70%，也就是说服务的优劣直接影响乘客是否再次乘坐的念头。虽然目前我国各航空公司对服务进行了针对性的加强提高，但对一些特殊事情的处理上，还不够与国际接轨，这表明我国民航发展还需逐步健全，航空公司及空乘人员的服务相关性需逐步加强。从而在此条件成立的基础上分析服务对我国民航发展的影响及对策，怎样才能使企业在市场中突显自己的优势。
关键词： 服务；相关性；民航发展；企业市场
ABSTRACT
In this paper, the main content is to emphasize the importance of the development of civil aviation service, from the reform and opening up until now, with the improvement of People's Daily life level, civil aviation, more and more become one of the residents' consumption hot spots.
In our country in recent years, the civil aviation enterprise development situation are introduced, on the basis of service are analyzed, and the public in the process of development of China's civil aviation's service level constantly, encountered in the process of the development of civil aviation security, price, service, etc., the service was 70%, that is to say, the service quality directly affects whether passengers ride again. Although at present, China's airlines to targeted to strengthen to improve service, but for some special things, is not enough and the international community, this suggests that the development of China's civil aviation also need to gradually perfect, airline and flight attendant service correlation should be stepped up. In this condition
Made on the basis of the analysis of the effect of service to our country civil aviation development and countermeasures of how to make the enterprise in the market process
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Keywords：Service, correlation, civil aviation development, the enterprise market
目录
一、民航服务的概念 1
（一）民航服务 1
（二）民航服务的重要性 1
二、民航服务中存在的问题 2
（一）缺乏强烈的服务质量意识 2
（二）沟通不够人性化 2
（三）服务人员综合素质较差 3
三、浅析民航服务问题的原因 3
（一）民航的服务管理体制导致了行业整体的服务指导观念与实际需求脱节 3
（二）现行的行业分工导致航空公司无法对地面环节的服务质量进行有效的管理和控制 4
（三）我国民航的消费环境和消费者自身均不成熟 4
四、提升民航服务质量的策略 6
（一）完善规章制度，改变服务与管理理念 5
（二）加强员工服务意识与技巧的培训 5
（三）加强服务补救 6
五、结束语 7
参考文献 8
致谢 9 |
