浅析我国民航客舱服务能力的提升摘要客舱服务即指空乘服务人员为乘客在客舱内提供周到服务的过程，该服务是广大乘客直接体验航空公司服务质量的主要渠道，也是整个空乘服务环节中的重中之重。客舱服务能力质量的好坏，直接影响着民航公司的外在形象和市场份额尤其在当前民航市场竞争日趋激烈之际，优质、人性化的客舱服务成为了各大民航公司的核心竞争力，西方欧美国家的民航公司早已认识并付诸实践，打造出了成熟、规范的人性化客舱服务体系，而反观国内市场却缺乏优质、完备的人性化客舱服务，造成了乘客对国内民航公司的满意度偏低。鉴于此，本文立足我国民航公司客舱服务能力的提升，并以欧美发达国家客舱服务质量的优秀经验为参考对照，进而指出我国民航企业在客舱服务工作中的不足，并提出针对性的改进措施，以期为中国民航行业整体服务水平的提升奠定扎实基础。关键词：客舱服务能力；提升；民航公司AbstractCabinservicereferstotheprocessbywhichflightattendantsprovidethoughtfulservicetopassengersinthecabin.Thisserviceisthemainchannelforpassengerstodirectlyexperiencethequalityofserviceprovidedbyairlines.Thequalityofcabinservicedirectlyaffectstheexternalimageandmarketshareofcivilaviationcompanies.Especiallyinthecurrentcivilaviationmarketcompetitionisbecomingincreasinglyfierce,quality,Thehumanizedcabinservicehasbecomethecorecompetenceofthemajorcivilaviationcompanies.ThecivilaviationcompaniesinthewesterncountriesandEuropeandtheUnitedStateshavealreadyrecognizedandputitintopractice,creatingamatureandstandardizedhumanizedpassengercabinservicesystem,butthedomesticmarketislacking.Thehighquality,completehumanizedpassengercabinservicehascausedthepassenger'ssatisfactiontothedomesticcivilaviationcompanytobelow.Inviewofthis,thisarticlebasesonourcountrycivilaviationcompanycabinserviceabilityenhancement,ComparedwiththeexcellentexperienceofthedevelopedcountriesinEuropeandtheUnitedStates,thepaperpointsoutthedeficiencyofthepassengercabinserviceinthecivilaviationenterprisesofourcountry,andputsforwardthecorrespondingimprovementmeasures.WithaviewtoChina'scivilaviationindustryasawholetoimprovethelevelofservicetolayasolidfoundation.KeyWords：cabinservicecapacity;promotion;civilaviationcompanyChina；America;Roman目录中文摘要……………………………………………………………………………Ⅰ英文摘要……………………………………………………………………………Ⅱ一、概念界定与研究概述.............................................1（一）“客舱服务”概念界定......................................1（二）研究概述..................................................1二、国内民航公司客舱服务工作现状...................................1三、机场客舱服务中存在的问题.......................................4（一）服务水平不能令人满意......................................4（二）整体素养有待提高..........................................41、资质、能力参差不齐........................................42、岗位编制存在一定不足......................................5（三）贵宾服务有待改善..........................................5四、提升国内民航客舱服务质量的策略..................................5（一）增加乘客定制服务..........................................5（二）引入主题策划服务..........................................6（三）提升客舱务人员的专业素养..................................6（四）加强规范化的管理与服务....................................61.用户需求满意指标...........................................62.推行“首问责任制”.........................................73.“三网三查”监督制...
