东方航空公司客舱服务的现状分析和对策讨论—-以上海分公司为例摘 要：随着经济社会的进展和全球化进程的加速，我国航空业迅猛进展 ,进展空间进一步扩大.本文就当前空乘服务的现状、进展趋势进行分析阐述，并提出相应的对策建议。目的在于提升东方航空公司对客舱服务水平建设的重视和趋势把握，不断提升我国航空服务整体水平，也为个人未来的从业带来启迪。关键词：客舱服务 进展趋势 对策讨论ABSTRACT: cabin service, development tendency, countermeasure research KEYWORDS:The aviation industry of China has been developing dramatically because of the economic and social development and the acceleration of globalize. The following article analyses the current circumstances and the development tendency of cabin service which is an indispensable part of the aviation industry. Feasible and effective solutions have also been given to let airline companies put more emphasis on improving the overall level of cabin service and make precise predictions for the years yet to come。 Meanwhile， the cabin service’s average level would be upgraded and its improvements bring enlightenment to individuals when they plan their future career. 目 录 摘要 ABSTRACT 引言（一）讨论背景1.就乘客体验而言.2.就航空公司服务而言。3。就航空产业而言.(二）讨论目的1.了解客舱服务现状。2。客舱服务的比较分析。二、讨论设计（一)讨论问题选择（二）讨论对象及方法（三）结果与讨论1.乘客对客舱服务的整体评价度2。乘客对空乘服务人员的服务态度评价3。乘客对客舱服务标准化程度评价4.乘客对客舱服务质量评价5。乘客对航班参加满意度6.乘客对提升客舱服务的建议 （四）东航上海分公司航班客舱服务的现状1。进展现状的良好面.2.进展现状的隐忧面。三、东航客舱服务存在的问题及原因(一）服务质量控制体系不够健全1。岗前培训单调教条。2。东航对“回炉再造”重视不足。（二）服务的个性化不足1。服务过于机械化。2。沟通不够通畅。3.新产品新服务的开发不足。（三) 服务意识不强1。与空乘服务人员成长的关联性。2.与企业文化的关联性。四、客舱服务的进展趋势（一）人性化趋势 1...
