【摘要】：JH機場由于處在享譽國際的九寨-黃龍風景區(qū)之間,已經(jīng)成為重要的旅游支線機場。它地處川西高原、高寒地區(qū),具有非常復雜的地理環(huán)境和氣候條件。隨著蘭成鐵路、成都-九寨溝高速公路的開工建設,JH機場將面臨非常激烈的競爭。如何在競爭中保持競爭優(yōu)勢,對JH機場的服務現(xiàn)狀進行分析,并正對問題提出改進服務和創(chuàng)新的一些建議具有重要的意義。 本文從五個部分展開研究。首先,根據(jù)理論和背景提出論文的研究思路和內(nèi)容框架；其次,從國內(nèi)外機場面臨的競爭環(huán)境入手,對JH機場面臨的環(huán)境進行了較全面地分析把握；第三,對JH機場目前的服務狀況,包括一般概況、服務設施、運營管理等方面進行分析；第四,有針對性地提出服務改進與創(chuàng)新的原則,并在此基礎上,從“以人為本、完善系統(tǒng)”,“注重瞬間、抓住關鍵”,“展開關系營銷和內(nèi)部營銷,完善營銷系統(tǒng)”,“通過有形展示,體現(xiàn)服務魅力”,“創(chuàng)新服務文化,提高服務形象”,“積極應對服務失誤,及時實施補救”,“暢通信息渠道,重視口碑效應”等方面提出一系列的措施和意見。最后,以案例方式提出了JH機場大面積航班延誤背景下的服務補救方案。論文具有一定的實踐指導意義。
[Abstract]:JH Airport has become an important tourist regional airport because of its international reputation between Jiuzhai and Huanglong Scenic spots. It is located in western Sichuan Plateau, alpine region, with very complex geographical environment and climate conditions. With Lancheng Railway, the construction of Chengdu-Jiuzhaigou Expressway JH Airport will face very fierce competition. How to maintain the competitive advantage in the competition, analyze the service status of JH airport, and put forward some suggestions to improve the service and innovation are of great significance. This article starts the research from five parts. First of all, according to the theory and background, the paper puts forward the research ideas and content framework; secondly, from the domestic and foreign airports facing the competition environment, the environment facing the JH airport is comprehensively analyzed and grasped. The current service situation of JH airport, including general situation, service facilities, operation management and so on, is analyzed. Fourth, the principles of service improvement and innovation are put forward, and on this basis, from "people-oriented, perfect system", "pay attention to the moment, grasp the key", "develop the relationship marketing and internal marketing, perfect the marketing system", "through the visible display, embody the service charm", "innovate the service culture, improve the service image", "actively deal with the service failure," Timely implementation of remedies "," unimpeded information channels, pay attention to word-of-mouth effect "put forward a series of measures and opinions. Finally, the service remedy scheme of JH Airport under the background of large area flight delay is put forward by case study. The paper has some practical significance.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F562.6

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