目 录摘要........................................................................1关键词......................................................................1引言........................................................................21 理论概述..................................................................21.1 客舱服务质量............................................................31.2 客舱服务质量的内涵......................................................31.3 客舱服务的特点..........................................................32 春秋航空的客舱服务工作现状................................................32.1 春秋航空简介............................................................42.2 春秋航空客舱服务情况....................................................42.2.1 服务流程与内容........................................................42.2.2 服务态度与能力........................................................42.2.3 餐饮条件..............................................................52.2.4 客舱舒适度............................................................53 春秋航空的客舱服务工作中的问题............................................63.1 硬件设施不足............................................................63.2 服务管理制度不完善......................................................63.3 对旅客投诉反应不够重视，管理者服务意识不足..............................73.4 缺乏质量管理与评价......................................................83.5 对旅客个性化服务不足....................................................84 春秋航空的客舱服务质量提升对策............................................94.1 加强硬件设施建设与完善..................................................94.2 完善客舱服务管理制度....................................................94.2.1 完善服务标准..........................................................94.2.2 完善信息沟通机制.....................................................104.2.3 细化客舱服务和地上服务的分工............
