空乘服务失败时应采取的服务补救策略

本文在对民用航空业的空乘服务失败进行相关研究后认为,采取合理的空乘服务补救策略是非常必要的。根据对空乘服务失败的原因分析,可以看出空乘服务失败既有"内部原因",即民航公司的管理滞后和空乘人员的业务不熟练,导致空乘服务质量不到位;也有外部原因,即天气因素和特殊事件的影响;还有其他方面的原因,如消费者的自身原因等。与此同时,空乘服务失败产生了明显的负面作用,不仅影响到消费者当期的购买行为,而且会破坏民航公司与消费者的信任关系。因此,在参照现有服务补救策略的基础上,结合民用航空业的特点,本文提出了人性化、细致化和精准化的空乘服务补救措施。

After the related researches of flight attendant service failure of civil aviation, the author believes that it is very necessary to take reasonable service recovery strategy for the flight attendants. According to the analysis on the causes of service failure of flight attendants, service failure is caused by some internal reasons, such as unskilled operation of flight attendants and lagging management, leading to non-in-place service quality, and also some external factors, namely weather and special events, as well as other reasons, such as consumers＂ own reasons, etc. Meanwhile, flight attendant service failure has a significantly negative effect, which not only affects the current consumer buying behaviors, and also will undermine the trust relationship between aviation companies and consumers. Therefore, the author believes that it is necessary to take appropriate remedial action services. On the basis of the existing reference to the service recovery strategy, combined with the characteristics of the civil aviation industry, it makes humane, meticulous and precision service recovery strategies of the flight.