中国民航业态特征及其服务利润链分析——“返航门”事件周年纪思

Analysis to the Service-profit Chain and the Industrial Charcteristic of Civil Aviation of China

中国民航业态特征决定了旅客忠诚度对中国民航公司收益率影响有限,内部服务质量才是民航服务利润链有效作用的关键链环。中国民航服务利润链失效的根本原因是关键链环战略性倒置和内部服务质量存在严重缺陷。

The industrial characteristic of Civil Aviation of China leads to that customer loyalty makes a limited effect on the profitability of the aviation companies, and the internal service quality is the key-link among the service-profit chain of Civil Aviation Industry Of China. Both the strategic inversion of the key-link and the inferiority of the internal service quality are the essential eauses which lead to the failure of the service-profit chain of CAIOC.