内 容 摘 要
空乘工作对于我们的航空企业或者航空行业发展而言，具有重要的意义。维护并不断提升空乘工作可以帮助企业或者行业获得更好的发展。我国民航业经过多年发展，在维护和提升空乘工作方面取得了很多成效。随着我国已经加入WTO以及民航业的各项改革不断深化，航空司的服务质量管理受到各大航空公司的重视。但就国内航空公司的服务质量现状来看，在航班正点性、机上服务、订票售票、值机服务、货物运输等许多方面的质量指标还存在很多问题。而且随着高速铁路和高速公路的不断发展，加之民航在发展的过程中存在的一些问题，近些年来，关于民航的负面消息增多，这些严重影响了民航空乘服务的竞争力。为了进一步推动民航的空乘服务的竞争力，笔者在本文分析了影响空乘服务的竞争力的主要因子后，提出了强化服务意识、加强舆论宣传和有关方面合作的建议，期望这些建议能为民航空乘服务的竞争力提供有益的参考。
关 键 词
民航；空乘工作；策略研究；竞争力
Research on promote our country civil service competitive strategy
Author:ZHONG JinghengTutor:LONG Guizhen
Flight attendants working for our aviation industry and aviation industry development, has the vital significance. Maintain and improve flight attendant can help enterprises or industries to obtain a better development. China s civil aviation industry after years of development, in the maintenance and promotion of a flight attendant has made many achievements. With China’s entry into WTO and the continuous deepening of the reform of the civil aviation industry, airlines service quality management by the major airlines attention. But the domestic airline service quality present situation, on punctuality, machine service, ticketing, cargo transport and many other aspects of the quality indexes also exist a lot of problems. Along with the high-speed railway and highway development, coupled with civil aviation in the process of development, some problems, in recent years, the negative news about civil aviaton increase, which seriously affect the civil aviation passenger service competitiveness. In order to further promote the civil aviation flight service competitiveness, the author in this paper analyzes the effects of flight service competitive main factor, put forward to strengthen the sense of service, strengthen the propaganda of public opinion and the proposal for cooperation, hope these suggestions for civil aviation passenger service competitiveness provide useful reference.
Key Words
Civil aviation; flight attendant; strategy; competitive ability
目 录
1、真正将客户中心理念融入到民航发展的全过程中…….. 14
