广州白云机场旅客服务质量提升策略研究内 容 摘 要随着经济发展及人们生活水平的提高，旅客对出行有了更高的要求。由于其他运输行业的迅速发展，令民航业、民航机场面临着巨大的市场竞争压力。广州白云机场作为国内三大航空枢纽之一，机场的基础设施、安全系数水平以及旅客服务质量成为了提高竞争力的关键。本文将根据如今旅客对民航机场的要求出发，从旅客服务链条入手，研究白云机场当前服务现状。依据旅客问卷调查及行业相关服务评价报告，从有形性、可靠性、响应性、保证性、移情性五个角度，结合行业优秀经营案例，将服务从经验管理转变为科学管理，最终得出提高广州白云机场服务质量提升策略。关键词：旅客需求；服务链条；科学管理； Research on Strategies for Improving Passenger Service Quality at Guangzhou Baiyun AirportIAbstractWith the continuous development of the economy and the improvement of people's living standards， tourists now have higher requirements for travel modes. As a carrier of air transportation， the civil airport industry is also facing tremendous market competition pressure due to the rapid development of other transportation industries. Guangzhou Baiyun Airport is one of the three major aviation hubs in China. The airport's infrastructure， safety factor level and passenger service quality have become the key to improving competitiveness. This article will start from the requirements of today's passengers for civil aviation and the passenger service chain to study the current service status of Baiyun Airport. Based on passenger questionnaire surveys and industry-related service evaluation reports， starting with tangible services， reliability services， responsive services， guarantee services， and empathetic services， and combining industry excellent business cases， transform service from experience management to scientific management. Finally， conclude the strategy of improving the service quality of Guangzhou B...
