淺談服務(wù)意識(shí)與服務(wù)質(zhì)量分析-本科學(xué)年論(已修改)
2025-01-18 07:15 本頁面
【正文】 內(nèi)蒙古民族大學(xué)本科生學(xué)年論文 0 編號(hào)： 139390241196 本 科 學(xué) 年 論 文 題 目： 淺談服務(wù)意識(shí)與服務(wù)質(zhì)量分析 學(xué) 院： 旅游與航空服務(wù)學(xué)院 專 業(yè)： 空中乘務(wù) 年 級(jí)： 13 級(jí)空乘 4 班 姓 名： 杜金慧 指導(dǎo)教師： 顧 軍 完成日期： 2022 年 7 月 7 日 內(nèi)蒙古民族大學(xué)本科生學(xué)年論文 I 摘 要 民航業(yè)是國民經(jīng)濟(jì)發(fā)展的基礎(chǔ)產(chǎn)業(yè)，與旅游、商貿(mào)、物流等行業(yè)聯(lián)系緊密。在大力發(fā)展第三產(chǎn)業(yè)的今天，它無疑有著強(qiáng)烈的市場吸引力。隨著我國經(jīng)濟(jì)的發(fā)展和人民生活水平的提高，人們社會(huì)交往的頻 率也在不斷增加，由此對(duì)交通運(yùn)輸?shù)倪x擇也越來越重視，對(duì)航空運(yùn)輸?shù)男枨笕找嬖黾印Ｎ覈窈綐I(yè)的發(fā)展呈現(xiàn)出史無前例突飛猛進(jìn)的巨大潛力，人們對(duì)民航服務(wù)水平的要求也越來越高。因此航空公司之間服務(wù)的競爭愈演愈烈。如何讓民航服務(wù)這個(gè)舉足輕重的軟件實(shí)力在競爭中不斷提高為航空公司帶來巨大的經(jīng)濟(jì)效益使得其競爭立于不敗之地并且讓航空公司不斷壯大就成了一個(gè)非常棘手并且有待研究的問題。如何有效提高民航人員的服務(wù)意識(shí)和打造高品質(zhì)的服務(wù)質(zhì)量并且使其在客艙服務(wù)中完美實(shí)施與應(yīng)用就顯得尤為重要。本文通過多方面闡述了服務(wù)意識(shí)和服務(wù)質(zhì)量對(duì)民航客艙服 務(wù)的重要性，提出了如何提高服務(wù)意識(shí)和服務(wù)質(zhì)量的方法。 關(guān)鍵詞 ： 空乘人員；基本素質(zhì)；服務(wù)意識(shí) 內(nèi)蒙古民族大學(xué)本科生學(xué)年論文 II Abstract Civil aviation industry is the basic industry of national economic development, and it is closely related to tourism, trade, logistics and other industries. In the development of the third industry today, it will undoubtedly have a strong market appeal. With the improvement of China39。s economic development and people39。s living standard, people39。s social association frequency also increased, thus to the choice of transportation pay more and more attention, the demand for air transport increases day by day. The development of civil aviation industry in our country is developing rapidly, and the requirement of civil aviation service level is higher and higher. So the petition between airlines service has bee more and more fierce. How to make civil service is the important strength of the software in the petition will continue to improve for the airline to bring huge economic benefits makes the petition in an invincible position and let Airlines growing is a very difficult and needs further study. How to improve the service awareness of civil aviation personnel and create high quality service quality and make it perfect in the cabin service is very important. In this paper, the importance of service awareness and service quality to the civil aviation cabin service is described in this paper, and how to improve the service consciousness and service quality is put forward. Key words： The flight attendants； Basic quality； Service consciousness 內(nèi)蒙古民族大學(xué)本科生學(xué)年論文 III 目 錄 摘 要
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