浅析南方航空公司特殊旅客服务目录摘要.........................................1ABSTRACT................................................21引言..............................................42特殊旅客服务的概念界定..............52.1航空服务的定义.........................52.2特殊旅客的定义.........................52.3特殊旅客的界定.........................53特殊旅客的服务现状.....................54南航特殊旅客存在的问题..............54.1南航的空中特殊旅客的满意度不高54.2乘务员服务意识不够..................64.3乘务员员综合素质有限..............65.南航特殊旅客服务问题存在的原因75.1未能及时了解特殊旅客需求.......75.2对特殊旅客的服务条例落实不到位95.3乘务员员综合素质低下..............96.提升南航特殊旅客客舱服务水平的策略106.1树立服务创新的理念................106.2加强乘务员综合素质的培训.....116.3制定延误期间对特殊旅客的服务标准12结论..............................................13参考文献.......................................14致谢..............................................15摘要在信息化时代衡量航空公司的重要标准是优质的服务质量和完善的硬件设施。对于航空公司来说服务质量的提高和打造特色服务能够促进日益激烈的航空市场竞争力的提升。目前各大航空公司在发展过程中都正在对服务功能进行不断的完善和创新。就目前来说，很多航空公司在服务上存在一定的问题，因此提高航空服务质量有着非常重要的意义。近年来，随着我国经济水平的提升，极大的提升了民众的物质生活水平。在这一背景下，航空企业如何为乘客提供更好的乘机体验以及满足乘客多样化的需求，成为今后发展的重要内容。本文根据南方航空公司目前的运行状况，旅客群体状况，旅客满意度状况以及公司的实际情况，分析南方航空公司在对特殊旅客服务中存在的问题，结合公司以往的战略方法，以及目前正在推行的客舱服务“美丽客舱”战略，针对特殊顾客群体对服务的需求，制定更加合适以及可行的方案。关键词：航空公司；服务；特殊旅客的界定AbriefanalysisofspecialpassengerserviceofChinaSouthernAirlinesAbstractIntheinformationage,theimportantcriterionofairlinesisqualityservicequalityandperfecthardwarefacilities.Forairlines,theimprovementofservicequalitycanenhancethecompetitivenessofthemarket.Atpresent,themajorairlinesareconstantlyimprovingandinnovatingtheirservicefunctionsinthedevelopmentprocess.Theimprovementofservicequalitycanhelpenterprisesestablishtheirgoodsocialimage,andalsoimprovetheircompetitivenessintheindustry.Atpresent,thequalityofserviceofmanyairlineshassomeproblems,soimprovingthequalityofaviationservicesisofgreatsignificance.Withtherapiddevelopmentofourcountry'seconomy,people'slivingstandardhasbeengraduallyimproved,andthedemandforairtransportationisbecominghigherandhigher,andaviationservicehasbecomethefocusofattentionofallcirclesofsociety.Howtosatisfytherequirementsofpassengershasbecomeanurgentproblemtobesolved.AccordingtothecurrentoperatingconditionsoftheChinaSouthAirlines,thestatusofthepassengergroup,thestatusofpassengersatisfactionandtheactualsituationofthecompany,thisessayanalyzestheproblemsexistingintheserviceofthespecialpassengersintheserviceoftheChinaSouthernAirlines,conbinedwiththepreviousstrategicmethodsofthisconpany,andthe"beautifulcabin"strategywhichiscurrentlybeingcarriedoutinthepassengercabin.Inviewofthespecialcustomergroups'needsforservices,amoreappropriateandfeasibleplanisformulated.Establishandimprovethecabinservicequalitysystem,strengthentheservicequalitymanagement,andcreatethebeautifulcabinofChinaSouthernAirlines.Keywords:Airlines;services;specialpassengerse...
