SZ公司地面服务部员工离职案例研究

发布时间：2018-02-28 21:11

本文关键词： 地面服务人员离职员工管理　出处：《大连理工大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着我国航空业的不断发展以及我国居民生活水平的不断提高,飞机这种交通方式受到了越来越多人的青睐。目前我国的航空企业有10余家之多,每个企业都希望在国内市场中占有更多的旅客份额,取得更好的效益,因此日益激烈的竞争迫使各家航空公司不断的开拓创新、寻找特色、树立品牌,留住并吸引更多的客户。 SZ航空公司位于美丽的海滨城市深圳,是—家以“服务”为特色的航空公司。公司的文化是“任何时候,自然体贴”,公司品牌形象是“领先的服务水平”。人们一说到飞机,更多想到的是空中服务,其实航空服务分为空中服务和地面服务两部分,除空中服务外,地面服务的质量也直接影响到公司的整体服务口碑。旅客对服务评价的好坏主要取决于乘坐飞机过程中体验到的服务感受,是一种人的主观感知,优质的服务需要服务人员用心对待被服务对象,在服务中投入情感,因此地面服务员工的敬业度和员工的稳定性显得十分重要。如果人员流动性大,不断有员工离职,又不断招聘新员工,从服务角度来说将影响员工的敬业度,影响公司的服务质量,导致旅客满意度下降；从公司人员管理角度来说,将增加企业的招聘成本和培训成本。因此,要提高公司的品牌形象、加强公司的竞争能力,必须有一个团结、稳定的员工队伍,只有员工乐于在企业工作,并把快乐投射到工作中去,把旅客当作自己的家人、朋友,才能给旅客带去好的服务感知。本文从SZ公司地面服务部三个离职员工的案例入手,结合公司自身的特点,提出问题,并通过激励理论、沟通理论、职业规划理论、薪酬理论等深入分析员工离职的原因,并对原因提出解决方案,希望能帮助SZ公司地面服务部解决员工流失率高的问题。
[Abstract]:With the continuous development of the aviation industry and the improvement of the living standard of the residents in our country, the transportation mode of aircraft has been favored by more and more people. At present, there are more than 10 aviation enterprises in our country. Every enterprise wants to occupy more passenger share in the domestic market and obtain better benefits. Therefore, the increasingly fierce competition forces airlines to constantly open up and innovate, look for characteristics, set up brands, retain and attract more customers. SZ Airlines, located in the beautiful seaside city of Shenzhen, is a "service" airline. The company's culture is "anytime, naturally considerate," and the brand image of the company is "the leading service level." In fact, air service is divided into two parts: air service and ground service. Besides air service, the quality of ground service has a direct impact on the company's overall service reputation. The quality of passenger service evaluation mainly depends on the experience of service experience in the process of flying, it is a kind of subjective perception of human beings. High quality service requires service personnel to treat the service object attentively and put emotion into the service. Therefore, the engagement and stability of ground service staff is very important. If there is a lot of staff mobility, staff leaving, and recruiting new employees, it will affect employee engagement from a service point of view. From the perspective of company personnel management, it will increase the cost of recruitment and training. Therefore, it is necessary to improve the company's brand image and enhance its competitiveness. There must be a United and stable workforce. Only when employees are willing to work in the enterprise and project happiness to work can they bring good service perception to tourists as their own family and friends. This paper starts with the case of three employees in the ground service department of SZ Company, combines the characteristics of the company, puts forward the problem, and analyzes the reasons of employee leaving through incentive theory, communication theory, career planning theory, salary theory, etc. And the cause of the solution, hoping to help SZ company ground service to solve the problem of high turnover rate.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F562.6

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