目 录摘要..................................................................................................................................I关键词...............................................................I1 导论..............................................................21.1 选题目的及意义...................................................21.1.1 理论意义.......................................................21.1.2 实际应用意义...................................................21.2 国内外研究动态...................................................21.2.1 国外研究现状...................................................21.2.2 国内研究现状...................................................21.3 研究内容.........................................................42 国内外航空公司航班延误服务补救的现状.............................42.1 国外航空公司航班延误服务补救现状.................................42.2 我国航空公司航班延误服务补救现状.................................43 航班延误服务补救存在的问题.......................................53.1 机制制度不合理...................................................53.1.1 赔偿标准不统一.................................................63.1.2 监督机制不透明.................................................63.2 补救意识不具备...................................................63.2.1 轻视补救结果...................................................63.2.2 忽略旅客情绪...................................................73.3 信息沟通不及时...................................................73.3.1 航班延误信息封闭...............................................73.3.2 服务人员沟通不到位.............................................73.4 服务准备不到位...................................................73.4.1 服务人员岗前要求不严格.........................................83.4.2 服务过程中失误率较高...........................................83.5 服务标准不统一...................................................83.5.1 服务标准...
