摘要
航空服务若想在激烈的市场竞争中取胜,将体验融于服务,开发设计出令人难忘的客户体验,无疑将对提升服务质量,保持客户忠诚度起到关键作用。本文从体验与航空服务的互动关系出发,分析了体验在航空服务中的重要作用,探讨了航空服务中体验设计的方法,帮助探寻民航企业体验设计中的重要依托要素。
Air service industry has the tendency to combine experience into service to win in the intense market competition.Therefore,the development of an unforgettable customer experience is vital to upgrade service quality and maintain customer loyalty.Based on the interactive relationship of the experience and air service,the author analyses the important role of experience in air service and explores the experience design method,whi（？）s a key element for air service industry in searching into civil aviation experience design.
出处
《中国民航飞行学院学报》
2011年第3期39-41,共3页
Journal of Civil Aviation Flight University of China
关键词
体验
航空服务
互动关系
体验设计
Experience
Air service
Interactive relationship
Experience design
