【摘要】：空中交通管制行業(yè)是一個(gè)復(fù)雜的生產(chǎn)運(yùn)行系統(tǒng),空管站的產(chǎn)品就是為航班和旅客創(chuàng)造服務(wù)價(jià)值。2006年初,民航青島空中交通管理站(以下簡(jiǎn)稱(chēng)青島空管站)連續(xù)發(fā)生兩起嚴(yán)重的安全事故,并造成了地面人員傷亡,這在我國(guó)民航運(yùn)輸歷史上是比較少見(jiàn)的。造成這些事故的主要原因是青島空管站的服務(wù)質(zhì)量水平低,缺乏對(duì)事故的應(yīng)急處理能力�？展苷臼呛娇掌黠w行安全的“首席指揮官”,是保證飛行的堅(jiān)強(qiáng)后盾。要順利實(shí)現(xiàn)服務(wù)質(zhì)量,保障飛行安全的目標(biāo),除了要有服務(wù)所需的人員配備、基礎(chǔ)設(shè)施建設(shè)、合理的組織結(jié)構(gòu)、配套的管理制度等等這些有形的東西之外,還需要一種無(wú)形的力量來(lái)強(qiáng)化員工的責(zé)任意識(shí),喚醒員工的使命感和榮譽(yù)感。錘煉符合青島空管站發(fā)展需要的先進(jìn)行業(yè)文化,以先進(jìn)的理念引導(dǎo)員工,以先進(jìn)的行業(yè)精神鼓舞員工,就是實(shí)現(xiàn)目標(biāo)的支撐力,也是青島空管站存在和努力奮斗的全部理由。 客戶服務(wù)的實(shí)施與開(kāi)展能為青島空管站建立客戶忠誠(chéng),可因此維系固定客戶,特別是對(duì)核心客戶的特殊服務(wù),不僅可以使目標(biāo)市場(chǎng)的客戶長(zhǎng)期穩(wěn)定化,而且還可以通過(guò)核心客戶的影響帶來(lái)新客戶。從理論上講,為客戶服務(wù)創(chuàng)造了服務(wù)價(jià)值,從而增加了客戶受讓價(jià)值,使青島空管站逐漸具備競(jìng)爭(zhēng)優(yōu)勢(shì),最終擴(kuò)大銷(xiāo)售,這也在一定程度上創(chuàng)造了新客戶。通過(guò)對(duì)客戶的服務(wù)可以使青島空管站和客戶之間進(jìn)行良好地溝通。青島空管站可以由此準(zhǔn)確地了解空管行業(yè)市場(chǎng)環(huán)境的變化、客戶的發(fā)展趨勢(shì),為青島空管站的業(yè)務(wù)調(diào)整提供信息,也為企業(yè)開(kāi)辟新業(yè)務(wù)提供信息。 本文共分為六章,第一部分為緒論部分,主要論述論文的研究背景,研究的目的和意義等。第二部分為空中交通管理站服務(wù)質(zhì)量提升相關(guān)理論研究,作為全文研究的理論基礎(chǔ)。第三部分為民航青島空中交通管理站服務(wù)質(zhì)量現(xiàn)狀及問(wèn)題分析,主要對(duì)民航青島空中交通管理站的基本情況和服務(wù)類(lèi)別；民航青島空中交通管理站服務(wù)質(zhì)量現(xiàn)狀；民航青島空中交通管理站服務(wù)質(zhì)量存在的問(wèn)題進(jìn)行了分析。第四部分,民航青島空中交通管理站服務(wù)質(zhì)量提升的影響因素,影響服務(wù)質(zhì)量提升的原因是多方面的,主要來(lái)自服務(wù)理念、組織機(jī)構(gòu)、人員隊(duì)伍、各項(xiàng)制度五、考核機(jī)制等幾個(gè)方面。第五部分,民航青島空中交通管理站服務(wù)質(zhì)量提升對(duì)策研究,提出了明確政府在空管服務(wù)中的角色,增加對(duì)空管站投資建設(shè)的投入；重視空管服務(wù)改革的制度基礎(chǔ)的變革,簡(jiǎn)化空管組織機(jī)構(gòu)；對(duì)空管服務(wù)進(jìn)行細(xì)分,對(duì)于間接空管服務(wù)適當(dāng)引進(jìn)市場(chǎng)化競(jìng)爭(zhēng)機(jī)制；制定并完善行業(yè)管理法律法規(guī),完善空管服務(wù)的客戶投訴處理機(jī)制；優(yōu)化空管服務(wù)采取績(jī)效考核機(jī)制,充分發(fā)揮空管服務(wù)激勵(lì)機(jī)制作用的對(duì)策。第六部分,主要結(jié)論與未來(lái)展望。
[Abstract]:The air traffic control industry is a complex production and operation system. The products of air traffic control stations create service value for flights and passengers. Civil aviation Qingdao air traffic management station (hereinafter referred to as Qingdao air traffic control station) occurred two serious safety accidents and caused casualties on the ground which is relatively rare in the history of civil aviation transportation in China. The main causes of these accidents are the low service quality of Qingdao Air Traffic Control Station and the lack of emergency handling capacity. The ATC station is the "chief commander" of aircraft flight safety and a strong backing for flight. In order to smoothly achieve the quality of service and ensure flight safety, in addition to having the necessary staffing, infrastructure construction, reasonable organizational structure, supporting management system, and other tangible things, It also needs a kind of invisible strength to strengthen staff's sense of responsibility and awaken their sense of mission and honor. The cultivation of advanced industry culture that meets the development needs of Qingdao Air Traffic Control Station, guiding employees with advanced ideas and encouraging employees with advanced industry spirit is the supporting force to achieve the goal and the whole reason for Qingdao Air Traffic Control Station to exist and strive hard. The implementation and development of customer service can establish customer loyalty for Qingdao Air Traffic Control Station, thus maintaining the special service of fixed customers, especially to core customers, which can not only make the customers in the target market stable for a long time. And can also bring new customers through the influence of core customers. Theoretically speaking, it creates service value for customer service, thus increases the value of customer transfer, makes Qingdao air traffic control station gradually have competitive advantage, and finally expands sales, which also creates new customers to a certain extent. Through customer service, Qingdao Air Traffic Control Station and customers can communicate well. The Qingdao Air Traffic Control Station can accurately understand the changes of the market environment of the air traffic control industry, the development trend of the customers, and provide information for the adjustment of the operation of the Qingdao air traffic control station, as well as for the enterprise to open up new business. This paper is divided into six chapters, the first part is the introduction part, mainly discusses the research background, purpose and significance of the paper. The second part is the theoretical research of air traffic management station service quality improvement. The third part is the current situation and problem analysis of the air traffic management station in Qingdao, mainly about the basic situation and service category of the air traffic management station in Qingdao, the current service quality of the air traffic management station in Qingdao, civil aviation, and the status quo of the service quality of the air traffic management station in Qingdao. The problems of service quality of air traffic management station in Qingdao are analyzed. The fourth part, the influencing factors of the service quality improvement of civil aviation Qingdao air traffic management station, the reasons that affect the service quality promotion are various, mainly from the service idea, organization, personnel, each system 5, Examination mechanism and so on several aspects. In the fifth part, the paper studies the countermeasures of improving the service quality of air traffic management station in Qingdao, puts forward the role of the government in the air traffic control service, increases the investment in the construction of the air traffic control station, and attaches importance to the reform of the system foundation of the air traffic control service reform. Simplify the air traffic control organization, subdivide the air traffic control service, introduce the market-oriented competition mechanism for the indirect air traffic control service, formulate and perfect the laws and regulations of the industry management, perfect the customer complaint handling mechanism of the air traffic control service; Optimizing the performance evaluation mechanism of air traffic control service and giving full play to the incentive mechanism of air traffic control service. The sixth part, the main conclusions and future prospects.
【學(xué)位授予單位】：安徽大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：F562.6

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