提高北航服务质量的对策和方法[摘要]对于航空公司来讲，服务方面的问题似乎是所有航空公司的通病，而目前国内对于航空公司服务质量的评价研究还为数不多，大多数研究还停留在感性的、初步的认识阶段，与服务质量的研究模型结合不是很紧密。本文将运用质量功能展开(QualityFunctionDevelopJent,QFD)对航空公司的服务质量进行评价，分析影响服务质量总水平之间各要素的关系，并对提升航空公司的服务质量提出合理化建议。基于认知和情感的视角，本文以航空服务质量业为研究背景，考察了航空服务质量、正面情感、负面情感航空服务质量和感知价值对顾客满意度有正向影响，而负面情感对顾客满意度有负向影响，同时正面情感通过感知价值间接影响顾客满意度。以上结果表明，航空服务质量和消费情感对顾客满意度都具有重要影响。[关键词]航空服务质量;分析;产品开发;顾客[Abstract]forairlines,serviceprobleJsseeJtobecoJJontoallairlines,andcurrentlytheairlineservicequalityevaluationresearchisfew,Jostoftheresearchisstillininitialstageofperceptual,,theresearchJodelandqualityofservicecoJbinationisnotveryclose.ThispaperwillusethequalityfunctiondeployJent(QualityFunctionDevelopJent,QFD)wereusedtoevaluatetheairlineservicequality,relationshipanalysisbetweentotallevelaffectstheservicequalityfactors,andtoiJprovetheservicequalityofairlinesputforwardreasonablesuggestions.Cognitiveandaffectiveperspective,takingtheaviationserviceindustryastheresearchbackground,thestructuralrelationshipofairlineservicequality,positiveeJotion,negativeeJotion,perceivedvalueandcustoJersatisfaction.Theresultsshow,haveapositiveiJpactonaviationservicequalityandperceivedvalueoncustoJersatisfactionandcustoJersatisfaction,tothenegativeeJotionhasanegativeeffect,atthesaJetiJe,positiveeJotionsindirectlythroughperceivedvalueinfluencecustoJersatisfaction.Theaboveresultsshowthatairlineservicequality,satisfactionandconsuJptioneJotionsoncustoJerhasiJportantinfluence.[keyword]airlineservicequality;analysis;productdevelopJent;custoJer目录目录...................................................................................................................3第1章绪论.........................................................................................................41.1研究的背景............................................................................................41.2研究目的和意义....................................................................................51.3研究方法................................................................................................5第二章航空服务质量与航空服务质量产品....................................................62.1航空服务质量.......................................................................................62.1.1航空服务质量的概念.................................................................62.1.2航空服务质量的内涵.................................................................72.1.3航空服务质量的构成要素.........................................................82.2航空服务质量产品与产品开发...........................................................82.2.1什么是航空产品..........................................................................82.2.3航空服务质量产品开发的原则..................................................92.2.4航空服务质量产品开发的特点..................................................9第三章北航航空公司服务市场分析..............................................................103.1公司简介..............................
