【文章內(nèi)容簡介】 服務(wù)的空乘人員的工作態(tài)度和服務(wù)質(zhì)量，對(duì)航空公司占領(lǐng)市場、贏得更多的回頭客起著至關(guān)重要的作用。如何做好服務(wù)，如何讓旅客滿意，一直是乘務(wù)員所奮斗的目標(biāo)，也是航空公司是否能夠生存的關(guān)鍵所在?？傊娇展疽朐诩ち业氖袌龈偁幹汹A得更多的旅客，就必須提高服務(wù)理念和服務(wù)質(zhì)量。 6 、致謝 衷心感謝我的導(dǎo)師，感謝老師在百忙中對(duì)我的學(xué)習(xí)和生活所給予的無私關(guān)懷、悉心指導(dǎo)和嚴(yán)格要求。在論文的寫作過程中，老師傾注了大量的心血，無論是選題，構(gòu)架的設(shè)計(jì)，還是 論文觀點(diǎn)的表述，都得到了老師的悉心指導(dǎo)，給予我很大的啟發(fā)。老師的認(rèn)真負(fù)責(zé)和嚴(yán)格要求的治學(xué)態(tài)度是我永遠(yuǎn)學(xué)習(xí)的榜樣。老師以自己寬廣的視野和獨(dú)到的見解為我指出了論文寫作中的許多問題，使我受益匪淺。老師教育我為人處世的道理，在我困惑時(shí)給予我指導(dǎo)，生活上對(duì)我倍加關(guān)心，老師平易近人的態(tài)度使我倍感親人般的溫暖。 第 14 頁 共 17 頁 在 江西航空職業(yè)技術(shù)學(xué)院學(xué) 習(xí)的過程中，我很慶幸自己遇到這么多關(guān)心我?guī)椭业睦蠋熀屯瑢W(xué)，從他們身上我發(fā)現(xiàn)了自己的很多不足，恩師對(duì)我的教導(dǎo)是我最大的收獲。最后感謝與我朝夕相處的同學(xué)們，感謝給予我無私幫助的朋友們 ，感謝在論文寫作階段對(duì)我關(guān)懷無微不至的父母。你們的關(guān)懷和支持，是我前進(jìn)的不竭動(dòng)力。 參考文獻(xiàn) [1] 趙劍凌 .從服務(wù)質(zhì)量模式看如何提高航空服務(wù)質(zhì)量［ J］ .中國民航學(xué)院報(bào)， 2021，（ 2）： 1 2 [2] 王坤 .如何提高服務(wù)質(zhì)量［ J］ .河南航空， 2021，（ 5）： 1 3 [3] 洪生偉．服務(wù)質(zhì)量體系 [J]．中國計(jì)量出版社， 1998（ 11） [4] 劉德一 . 民航概論 [M].北京：中國民航出版社， 2021. 98100 [5] 鄭穎 . 客艙乘務(wù)員禮儀 .廈門出版社 , [6] 韓明亮 ,張 娟 ,李琪 .航空公司旅客服務(wù)質(zhì)量實(shí)證研究 [J].中國民航學(xué)院學(xué)報(bào) ,?01?:3235. [7] 高宏 .空乘服務(wù)概論 [M].上海 :旅游教育出版社 ,. [8] 張麗萍 .有效的服務(wù)管理 ?實(shí)現(xiàn)服務(wù)品牌可持續(xù)發(fā)展的關(guān)鍵 [J].中國民用航空 ,2021,1?11?:6869. 第 15 頁 共 17 頁 請(qǐng)刪除以下內(nèi)容， O(∩ _∩ )O謝謝！??！ The term autism refers to a cluster of conditions appearing early in childhood. All involve severe impairments in social interaction, munication, imaginative abilities, and rigid, repetitive behaviors. To be considered an autistic disorder, some of these impairments must be manifest before the age of three. The reference book used by mental health professionals to diagnose mental disorders is the Diagnostic and Statistical Manual of Mental Disorders , also known as the DSM. The 2021 edition of this reference book (the Fourth Edition Text Revision known as DSMIVTR ) places autism in a category called pervasive developmental disorders . All of these disorders are characterized by ongoing problems with mutual social interaction and munication, or the presence of strange, repetitive behaviors,interests, and activities. People diagnosed with these disorders are affected in many ways for their entire lives. Description Each child diagnosed with an autistic disorder differs from every other, and so general descriptions of autistic behavior and characteristics do not apply equally to every child. Still, the mon impairments in social interaction, munication and imagination, and rigid, repetitive behaviors make it possible to recognize children with these disorders, as they differ markedly from healthy children in many ways. Many parents of autistic children sense that something is not quite right even when their children are infants. The infants may have feeding problems, dislike being changed or bathed, or fuss over any change in routine. They may hold their bodies rigid, making it difficult for parents to cuddle them. Or, they may fail to anticipate being lifted, lying passively while the parent reaches for them, rather than holding their arms up in return. Most parents of autistic children bee aware of the strangeness of these and other behaviors only gradually. Impairments in social interaction are usually among the earliest symptoms to develop. The most mon social impairment is a kind of indifference to other people, or aloofness, even towards parents and close caregivers. The baby may fail to respond to his or her name being called and may show very little facial expression unless extremely angry, upset, or happy. Babies with autism may resist being touched, and appear to be lost in their own world, far from human interaction. Between seven and 10 months of age, most infants often resist being separated from a parent or wellknown caregiver, but these infants may show no disturbance when picked up by a stranger. Other children with autism may be very passive, although less resistant to efforts by others to interact. However, they do not initiate social interaction themselves. Still others may attempt to engage with adults and peers, but in ways that strike others as inappropriate, or odd. In adolescence and adulthood, some of the higherfunctioning individuals with autistic disorders may appear overly formal and polite. They may react with little spontaneity, as if social interaction doesn39。t e naturally or easily to them, and so they are trying to follow a predetermined set of rules. Some individuals with autism have normal intelligence, and many have special talents in areas such as music or memory. However, individuals with autism may have other mental or emotional problems that coexist with their autism. Some of these other disorders may include impulse control disorders, obsessivepulsive disorder , mood and anxiety disorders, and mental retardation . PSYCHOLOGICAL AND FAMILY FACTORS. Although Henry Maudsley, in the late 1800s, was the first psychiatrist to focus on very young children with mental disorders, it was the psychiatrist Leo Kanner who coined the phrase early infantile autism in 1943. Kanner believed that the parents of children with autistic behaviors were emotionally cold and intellectually distant. He coined the t