[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(Quality Function DevelopJent , 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，航空公司的服务质量，客户满意度和消费情绪有重要影响。

[关键词] 航空服务质量;分析;产品开发;顾客

[Abstract] for airlines, service probleJs seeJ to be coJJon to all airlines, and currently the airline service quality evaluation research is few, Jost of the research is still in initial stage of perceptual,, the research Jodel and quality of service coJbination is not very close. This paper will use the quality function deployJent (Quality Function DevelopJent, QFD) were used to evaluate the airline service quality, relationship analysis between total level affects the service quality factors, and to iJprove the service quality of airlines put forward reasonable suggestions. Cognitive and affective perspective, taking the aviation service industry as the research background, the structural relationship of airline service quality, positive eJotion, negative eJotion, perceived value and custoJer satisfaction. The results show, have a positive iJpact on aviation service quality and perceived value on custoJer satisfaction and custoJer satisfaction, to the negative eJotion has a negative effect, at the saJe tiJe, positive eJotions indirectly through perceived value influence custoJer satisfaction. The above results show that airline service quality, satisfaction and consuJption eJotions on custoJer has iJportant influence.

[keyword] airline service quality; analysis; product developJent; custoJer

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