S航空公司航班延误服务应对策略

发布时间：2018-04-15 03:26

本文选题：航班延误 + 服务补救　；参考：《兰州大学》2013年硕士论文

【摘要】：随着国内民航运输业的快速发展,航班延误问题已经成为一个不能忽视的社会问题,航班延误不仅造成旅客满意度下降、航空公司客户资源流失,同时对于社会的和谐稳定也构成了一定的影响,航班延误已经成为一个大家都难以回避的社会问题。航班延误是世界性的难题,S航空公司因管理体制不健全、资源匹配不足、整体运营能力和服务能力等方面的欠缺与国内旅客对民航服务的高标准严要求形成了较大的落差,造成航班延误问题的不断升级和矛盾激化。本论文对S航空公司航班延误方面相关问题进行了研究.第一部分介绍了选题背景和研究目的；第二部分回顾了S航空公司航班延误现状,分析了延误导致的影响,并根据服务质量差距模型,梳理了延误产生的原因；第三部分构建了S航空公司航班延误管理机制。从S航空公司内部采取航班运营能力的优化,构建健全的信息系统,完善服务标准流程,提升服务人员的素质,实现航班延误保险制度等方面进行了深入的阐述和分析。本文采取的研究方法主要是文献阅读法、专业人士访谈法和案例分析法,通过对S航空公司的专业人士访谈,详细了解了S航空公司的现行运营机制以及航班延误方面的治理现状和面临的困难,最终建立全面的S航空公司航班延误管理机制。
[Abstract]:With the rapid development of domestic civil aviation industry, flight delay has become a social problem that can not be ignored. Flight delay not only leads to the decrease of passenger satisfaction, but also to the loss of airline customer resources.At the same time, it has a certain impact on social harmony and stability. Flight delay has become a social problem that everyone can not avoid.Flight delay is a worldwide problem. Due to the unsound management system, insufficient matching of resources, the lack of overall operating capacity and service capacity, and the high standards and strict requirements of domestic passengers for civil aviation services, there is a large gap between the flight delay and the strict requirements of domestic passengers for civil aviation services.Causes the flight delay question the unceasingly escalation and the contradiction intensifies.In this paper, the related problems of S Airlines flight delay are studied.The first part introduces the background of the topic and the purpose of the research. The second part reviews the status quo of flight delay in S Airlines, analyzes the impact caused by the delay, and combs the causes of delay according to the service quality gap model.The third part constructs the S airline flight delay management mechanism.This paper expounds and analyzes the optimization of flight operation ability, the construction of perfect information system, the improvement of service standard flow, the improvement of service personnel's quality and the realization of flight delay insurance system.The research methods adopted in this paper are mainly literature reading method, professional interview method and case analysis method.The present operating mechanism of S Airlines and the current situation and difficulties of flight delay management are understood in detail. Finally, a comprehensive flight delay management mechanism of S Airlines is established.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F562.6

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