JH机场服务的现状、优化与实施研究

发布时间：2018-08-28 13:03

【摘要】：JH机场由于处在享誉国际的九寨-黄龙风景区之间,已经成为重要的旅游支线机场。它地处川西高原、高寒地区,具有非常复杂的地理环境和气候条件。随着兰成铁路、成都-九寨沟高速公路的开工建设,JH机场将面临非常激烈的竞争。如何在竞争中保持竞争优势,对JH机场的服务现状进行分析,并正对问题提出改进服务和创新的一些建议具有重要的意义。本文从五个部分展开研究。首先,根据理论和背景提出论文的研究思路和内容框架；其次,从国内外机场面临的竞争环境入手,对JH机场面临的环境进行了较全面地分析把握；第三,对JH机场目前的服务状况,包括一般概况、服务设施、运营管理等方面进行分析；第四,有针对性地提出服务改进与创新的原则,并在此基础上,从“以人为本、完善系统”,“注重瞬间、抓住关键”,“展开关系营销和内部营销,完善营销系统”,“通过有形展示,体现服务魅力”,“创新服务文化,提高服务形象”,“积极应对服务失误,及时实施补救”,“畅通信息渠道,重视口碑效应”等方面提出一系列的措施和意见。最后,以案例方式提出了JH机场大面积航班延误背景下的服务补救方案。论文具有一定的实践指导意义。
[Abstract]:JH Airport has become an important tourist regional airport because of its international reputation between Jiuzhai and Huanglong Scenic spots. It is located in western Sichuan Plateau, alpine region, with very complex geographical environment and climate conditions. With Lancheng Railway, the construction of Chengdu-Jiuzhaigou Expressway JH Airport will face very fierce competition. How to maintain the competitive advantage in the competition, analyze the service status of JH airport, and put forward some suggestions to improve the service and innovation are of great significance. This article starts the research from five parts. First of all, according to the theory and background, the paper puts forward the research ideas and content framework; secondly, from the domestic and foreign airports facing the competition environment, the environment facing the JH airport is comprehensively analyzed and grasped. The current service situation of JH airport, including general situation, service facilities, operation management and so on, is analyzed. Fourth, the principles of service improvement and innovation are put forward, and on this basis, from "people-oriented, perfect system", "pay attention to the moment, grasp the key", "develop the relationship marketing and internal marketing, perfect the marketing system", "through the visible display, embody the service charm", "innovate the service culture, improve the service image", "actively deal with the service failure," Timely implementation of remedies "," unimpeded information channels, pay attention to word-of-mouth effect "put forward a series of measures and opinions. Finally, the service remedy scheme of JH Airport under the background of large area flight delay is put forward by case study. The paper has some practical significance.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F562.6

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