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论文编号：	4883
作者编号：	2120102492
上传时间：	2012/12/14 18:50:33
中文题目：	沈阳机场运行保障中服务失误与服务补救策略研究
英文题目：	Study on Service Failure and Service Recovery Strategies in Shenyang Airport Operations
指导老师：	张金成
中文关键字：	机场;服务失误;补救策略;事先补救;事后补救
英文关键字：	Airport;Service failure;Recovery strategies;Prior remedies;After remedies
中文摘要：	民航业是国民经济的重要基础产业，是综合交通运输体系的有机组成部分。随着我国经济实力的增强和体制改革进入新的阶段，我国已成为名副其实的民航大国，正在积极推进建设民航强国战略。从服务经济社会的全局角度出发，中国民用航空局加快行业结构调整，支持和鼓励东北老工业基地民航业发展。沈阳地处辽东半岛腹地，位于东北亚经济圈和环渤海经济圈中心区域，是东北地区重要交通枢纽。沈阳机场作为东北地区最大的航空港，是东北空中门户联络中枢，是拉动区域经济发展的重要引擎。沈阳机场为航空公司、旅客、货主提供地面服务保障，其服务水平体现着辽宁乃至东北地区的综合实力和现代化水平。 本篇论文主要探讨沈阳机场服务失误与服务补救策略研究，旨在使沈阳机场进一步提高服务工作的重视程度，真正发挥服务效能，提高综合服务保障能力，助力东北发展。本篇论文共分为五章。首先，简述了研究的背景和意义。接着，概述了沈阳机场历史和运营状况，介绍了沈阳机场运行服务保障系统和核心服务，明确了本文主要围绕常规旅客进出港服务保障流程来探讨服务失误与服务补救。然后，以旅客投诉为依据，以服务差距为基础，分析机场运行保障中的服务失误分类、分布及原因，由于沈阳机场服务失误样本较小，则以我国机场服务失误普遍分布来进行映射。接下来，分别从服务失误发生前、发生中、发生后进行服务补救策略研究，其中预防发生服务失误的补救策略是研究的重点，详述服务标准、服务承诺、满意度测评及绩效考核四个方面。最后，为将服务补救好的办法落到实处，解决现实问题，在结合实际情况的基础上对实施服务补救策略进行了大胆讨论与探索。
英文摘要：	Civil Aviation is important basic industry of the national economy, and it is an integral part of comprehensive traffic and transportation system. With enhancement of economic strength and reform of China entered into a new stage, our country that has become Civil Aviation powers, is actively promoting the strategy of building a powerful civil aviation. From the whole perspective of service economy society, China Civil Aviation Council is speeding up the adjustment of industry structure, supporting and encouraging the development of civil aviation industry of the old industrial base in Northeast China. Shenyang is located in the hinterland of the Liaodong Peninsula, in the center of Northeast Asian economic zone and the Bohai economic circle area, and it is an important transport hub in Northeast China. As the largest airport in the northeast airports of China, Shenyang Airport is the Central of Northeastern air Portal and the important engine pulling the development of regional economy. Shenyang airport provides services to airlines, passengers and shippers, and its service level reflects comprehensive strength and modernization of Liaoning Province, even the Northeast Area in China. This thesis mainly discusses service failure and service recovery strategies of Shenyang airport. It aims at Shenyang airport to further raise the level of the importance of service, really play services effectiveness, and improve the comprehensive service capabilities, to help development in Northeast China. This thesis is divided into five chapters. First of all, it outlines the background and significance of the research. Then it overviews the history and operations of Shenyang airport, and introduces its operation services system and core services. Here, it clearly determines that the topic focuses on passengers in Shenyang airport to talk about service failure and service recovery strategies. And then, it analyses classification, distribution and causes of services failure based on passengers’ complaints and service gaps. Due to services failure of Shenyang airport being a smaller sample, it is based on our airports service failure to map. Next, it studies on service recovery strategies from when the service failure occurs or before and after occurring. In service recovery strategies, to prevent service failure occur is one of important points. In this part, it details four parts. They are service standard, service commitment, and satisfaction test and performance assessment. Finally, to actualize the good ways of service recovery and to solve real problems combined with the actual situation, it makes bold discussion and exploration to implement service recovery strategies.
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