国营航班延误下旅客群体突发事件发生机理与风险控制策略研究

Formation Mechanism and Risk Control Strategies of Passenger Group Emergencies in Flight Delay Situation

航班延误下,旅客时间利益受损,引发情绪问题,甚至导致群体突发事件。以社会燃烧理论、结构性传导理论为指导,以等待时间为出发点,运用事件树分析旅客个体突发事件的发生机理,以情绪传导为线索分析旅客群体突发事件的发生机理。并根据等待时间的维度(实际等待时间、感知等待时间)与等待容忍度来制定缓解与控制旅客群体突发事件的策略。制定的策略分别为:从管理因素出发缩短实际等待时间;合理利用等待心理原则缩短感知等待时间;控制色彩、灯光、音乐等情境因素来调节旅客情绪反应,影响旅客的感知等待时间;提高服务与社会宣传,提升旅客的等待容忍度。

In flight delay situation, the time benefit of civil aviation passengers was damaged, causing e- motional problems and even group emergencies. Under the guidelines of social combustion theory and structural conduction theory,taking the waiting time as a starting point,the paper analyzed the mecha- nism of individual emergencies by Event Tree Analysis methods, and the mechanism of group emer- gencies by using emotion conduction as links. The strategies about risk mitigation and control were proposed according to the dimensions of waiting time （the actual waiting time and the perceived wait- ing time） and the wait tolerance. These strategies are respective： 1） to shorten the actual waiting time from management factors;2） to shorten the perceived waiting time based on the principles of waiting time;3） to control situational factors（such as color, light, and music） to regulate the emotional reac- tion and influence the perceived waiting time;4） to improve service and advocacy to increase the wait tolerance.