本文選題：航班延誤 + 服務(wù)補(bǔ)救　； 參考：《蘭州大學(xué)》2013年碩士論文

【摘要】：隨著國(guó)內(nèi)民航運(yùn)輸業(yè)的快速發(fā)展,航班延誤問(wèn)題已經(jīng)成為一個(gè)不能忽視的社會(huì)問(wèn)題,航班延誤不僅造成旅客滿(mǎn)意度下降、航空公司客戶(hù)資源流失,同時(shí)對(duì)于社會(huì)的和諧穩(wěn)定也構(gòu)成了一定的影響,航班延誤已經(jīng)成為一個(gè)大家都難以回避的社會(huì)問(wèn)題。 航班延誤是世界性的難題,S航空公司因管理體制不健全、資源匹配不足、整體運(yùn)營(yíng)能力和服務(wù)能力等方面的欠缺與國(guó)內(nèi)旅客對(duì)民航服務(wù)的高標(biāo)準(zhǔn)嚴(yán)要求形成了較大的落差,造成航班延誤問(wèn)題的不斷升級(jí)和矛盾激化。 本論文對(duì)S航空公司航班延誤方面相關(guān)問(wèn)題進(jìn)行了研究.第一部分介紹了選題背景和研究目的；第二部分回顧了S航空公司航班延誤現(xiàn)狀,分析了延誤導(dǎo)致的影響,并根據(jù)服務(wù)質(zhì)量差距模型,梳理了延誤產(chǎn)生的原因；第三部分構(gòu)建了S航空公司航班延誤管理機(jī)制。從S航空公司內(nèi)部采取航班運(yùn)營(yíng)能力的優(yōu)化,構(gòu)建健全的信息系統(tǒng),完善服務(wù)標(biāo)準(zhǔn)流程,提升服務(wù)人員的素質(zhì),實(shí)現(xiàn)航班延誤保險(xiǎn)制度等方面進(jìn)行了深入的闡述和分析。 本文采取的研究方法主要是文獻(xiàn)閱讀法、專(zhuān)業(yè)人士訪(fǎng)談法和案例分析法,通過(guò)對(duì)S航空公司的專(zhuān)業(yè)人士訪(fǎng)談,詳細(xì)了解了S航空公司的現(xiàn)行運(yùn)營(yíng)機(jī)制以及航班延誤方面的治理現(xiàn)狀和面臨的困難,最終建立全面的S航空公司航班延誤管理機(jī)制。
[Abstract]:With the rapid development of domestic civil aviation industry, flight delay has become a social problem that can not be ignored. Flight delay not only leads to the decrease of passenger satisfaction, but also to the loss of airline customer resources.At the same time, it has a certain impact on social harmony and stability. Flight delay has become a social problem that everyone can not avoid.Flight delay is a worldwide problem. Due to the unsound management system, insufficient matching of resources, the lack of overall operating capacity and service capacity, and the high standards and strict requirements of domestic passengers for civil aviation services, there is a large gap between the flight delay and the strict requirements of domestic passengers for civil aviation services.Causes the flight delay question the unceasingly escalation and the contradiction intensifies.In this paper, the related problems of S Airlines flight delay are studied.The first part introduces the background of the topic and the purpose of the research. The second part reviews the status quo of flight delay in S Airlines, analyzes the impact caused by the delay, and combs the causes of delay according to the service quality gap model.The third part constructs the S airline flight delay management mechanism.This paper expounds and analyzes the optimization of flight operation ability, the construction of perfect information system, the improvement of service standard flow, the improvement of service personnel's quality and the realization of flight delay insurance system.The research methods adopted in this paper are mainly literature reading method, professional interview method and case analysis method.The present operating mechanism of S Airlines and the current situation and difficulties of flight delay management are understood in detail. Finally, a comprehensive flight delay management mechanism of S Airlines is established.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：F274;F562.6

【參考文獻(xiàn)】

相關(guān)期刊論文 前4條

1 謝泗薪,張金成,周尚志;QFD與航空運(yùn)輸服務(wù)設(shè)計(jì)[J];決策借鑒;2001年05期

2 黃怡;高銘;;國(guó)內(nèi)服務(wù)業(yè)創(chuàng)造魅力質(zhì)量——全面開(kāi)放環(huán)境下的質(zhì)量與競(jìng)爭(zhēng)力[J];科學(xué)·經(jīng)濟(jì)·社會(huì);2006年02期

3 李佳美;羅亮生;;航空公司客戶(hù)有效服務(wù)研究[J];中國(guó)民航飛行學(xué)院學(xué)報(bào);2009年02期

4 高鋒;肖詩(shī)順;;服務(wù)質(zhì)量評(píng)價(jià)理論研究綜述[J];商業(yè)時(shí)代;2009年06期

，

本文編號(hào)：1752324