中国东方航空在外包服务中的跨文化沟通研究

发布时间：2018-05-14 14:15

  本文选题：中国东方航空 + 外包服务　； 参考：《电子科技大学》2014年硕士论文

【摘要】：随着中国民航业航权市场的不断放开,越来越多的外国航空进入中国开设航班进行跨国经营。为确保企业在不断拓展的前提下能最大限度降低运营成本,外国航空开始尝试突破地域和文化背景的限制,将非核心的业务和服务以外包的形式转移给本土国的地面代理方经营管理,寻求与本土航空地面外包服务的合作与长久发展。上海作为中国最大的航空枢纽港之一,无疑进入了民航业全球化和多元化发展新时期,而中国东方航空凭借中国国有三大航之一、华东地区国内民航界的龙头老大身份,承接了上海地区60%以上的外国航空地面服务外包业务。但是,大多数外航在与东航进行地面服务外包业务合作时发现,他们对中国和中国国有航空的企业文化了解甚少,外包业务的合作过程中总是遇到很多跨文化沟通障碍,服务开展并不顺利。东航作为典型的国有航空,虽然借助上海航权市场的率先开放获得较多外航的地面服务外包代理权,但限于其内部国营管理模式的滞后性,企业始终未在内部构建任何跨文化交流的培训和引导机构,在涉及外航跨文化沟通处理方面一直处于起步阶段。基于此,本文以东航地面服务部为案例,就如何做好与外航合作中的跨文化沟通这一问题进行探讨。首先,在第一章提出研究的目的和意义,探讨了论文思路和方法。其次,在第二章对跨文化沟通相关理论知识进行回顾,为本文的研究分析提供理论支撑。然后,在本文的第三章对东航地面服务部与外国航空外包服务中的跨文化沟通现状进行阐述,介绍公司外包服务基本概况、东航外包服务中跨文化沟通发挥的作用进行正反两方面的分析、选取具有代表性的研究对象以对比的方式阐述东航与外航在认知层面、价值观层面、语言层面、沟通风格层面等各方面存在的跨文化冲突内容。紧接着,在第四章对公司外包代理跨文化冲突的原因进行分析,并在第五章总结提炼出适合当前公司进行跨文化沟通的有效策略。希望借此可以对我国航空企业拓展外包业务、提升管理水平、升级跨文化沟通的能力、技巧等方面提供有用参考。
[Abstract]:With the opening of China's civil aviation market, more and more foreign airlines enter China to set up flights for transnational operation. In order to ensure that enterprises can minimize operating costs on the premise of continuous expansion, foreign airlines have begun to try to break through the restrictions of geographical and cultural background. The non-core business and service are transferred to the local land agent in the form of outsourcing to seek cooperation and long-term development with the local aviation ground outsourcing service. As one of the largest aviation hub ports in China, Shanghai has undoubtedly entered a new era of globalization and diversified development of the civil aviation industry. China Eastern Airlines, with one of the three major air routes owned by China, is the leading leader in the domestic civil aviation industry in East China. Undertake more than 60% of the foreign air ground service outsourcing business in Shanghai. However, when most foreign airlines cooperate with China Eastern in ground service outsourcing, they find that they know very little about the corporate culture of China and China's state-owned airlines, and they always encounter a lot of cross-cultural communication obstacles in the process of outsourcing business cooperation. The service did not go smoothly. China Eastern Airlines, as a typical state-owned airline, although taking the lead in opening up the Shanghai air rights market to obtain more foreign air services outsourcing agency rights, it is limited to the lag of its internal state-owned management mode. The enterprise has never set up any training and guidance institutions for cross-cultural communication, and has been in its infancy in dealing with cross-cultural communication of foreign airlines. Based on this, this paper takes the ground service department of China Eastern Airlines as an example to discuss how to do well the cross-cultural communication between China Eastern Airlines and foreign airlines. First, in the first chapter, the purpose and significance of the research are put forward, and the ideas and methods of the thesis are discussed. Secondly, the second chapter reviews the theoretical knowledge of cross-cultural communication, which provides theoretical support for the research and analysis of this paper. Then, in the third chapter of this paper, the cross-cultural communication between China Eastern Air ground Service and foreign aviation outsourcing service is expounded, and the basic situation of outsourcing service is introduced. The role of cross-cultural communication in China Eastern Outsourcing Service is analyzed in both positive and negative aspects, and the representative research objects are selected to explain the cognitive, value and language aspects of China Eastern Airlines and Foreign Airlines in a comparative way. Communication style level and other aspects of cross-cultural conflict content. Then, in the fourth chapter, the author analyzes the causes of cross-cultural conflict of corporate outsourcing agent, and summarizes the effective strategies for cross-cultural communication in chapter five. It is hoped that this can be used as a useful reference for China's aviation enterprises to expand their outsourcing business, improve their management level, upgrade their cross-cultural communication skills, and so on.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F752.68;F562.6
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本文编号：1888183