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论文编号：	5681
作者编号：	2220110867
上传时间：	2013/11/29 18:38:09
中文题目：	CZ公司窗口员工地面服务质量存在的问题与改进研究
英文题目：	CZ company employees ground QOS window Problems and Improvement
指导老师：	薛有志
中文关键字：	CZ公司 地面服务 顾客满意度 服务质量改进
英文关键字：	CZ Company Ground service Customer satisfaction Service quality improvement
中文摘要：	长期以来，民航服务的标准化、规范化早已在旅客心中有了坚实的基础，这来源于民航对员工进行细致、标准化的服务技能培训。随着民航改革的深化，民航旅客群体发生了巨大的变化，如今仅有服务技能的培训已经很难适应复杂多变的外部环境。如果说具有最基本服务技能的员工，在正常服务情况下，面对高素质的旅客能够应付的话，那么面对大多数形形色色的旅客时，特别再出现非正常的服务环境（如：航班延误），仅有技巧的服务就难以应对。随着市场经济的发展，也带来了企业竞争的不断升级，迫切要求企业迅速更新理念，把服务问题提高到战略高度来认识，在服务上不断追求高标准，提升服务品位，创造服务特色，打造服务品牌。作为民航这样的服务行业中的企业，其服务表现更是直接影响企业生存、发展。 本文首先通过介绍CZ公司快速扩张的过程，分析其窗口员工在公司快速扩张过程中面临的压力及其服务的现状。然后主要从服务态度不诚恳等方面分析了CZ公司窗口员工地面服务存在的问题，并从公司对地面服务不重视等方面探讨了CZ公司窗口员工地面服务存在问题的成因。最后从公司应加强基础管理、加强地面服务管理、加强人力资源管理等方面，提出了CZ公司改善窗口员工地面服务质量的对策。本文的主要研究结论是：1.航空企业必须树立顾客导向和员工导向并重的服务理念。2.加强基础管理工作是提高服务质量的保证。3.改善服务流程和加强员工培训是改善服务水平的重要环节。4.差异化竞争是民航企业竞争的必然选择。
英文摘要：	For a long time, aviation services, standardization already have a solid foundation in the minds of tourists, which comes from the civil aviation employees on detailed, standardized service skills training. With the deepening of the reform of civil aviation, civil aviation passenger group has undergone tremendous changes, and now the only service skills training has been difficult to adapt to complex external environment. If employees have a basic service skills, under normal service conditions, able to cope with high-quality passenger face, then the face of most kinds of travelers, especially longer appear abnormal service environment (eg: flight delays) only service skills would be difficult to deal with. With the development of market economy, it also brings escalating business competition, urgently requires companies to quickly update the concept, to improve service to the strategic level to understand the problem, the constant pursuit of high standards of service, improve service quality, create service characteristics, service brand. Such as civil aviation service industry companies, its performance is even more direct impact on the survival and development. Firstly, the rapid expansion of the company by introducing CZ process, analyze their current situation and their services window pressure employees in the company faced in the process of rapid expansion. Then mainly from the insincere attitude of the other aspects of the analysis window CZ company employees problems of ground handling services and ground services from the company does not pay attention to other aspects of the causes of the problems discussed in the window CZ company employees ground services. Finally, from the company should strengthen basic management, strengthen ground service management, human resource management, strengthening the proposed ground staff CZ company to improve the quality of service window countermeasures. The main conclusions of this study are: (1) aviation enterprises must establish both customer orientation and employee-oriented service concept. 2. Strengthen basic management work is to improve the quality of service guarantee. 3. Improve service processes and enhance staff training is an important part of improving service levels. 4 is an inevitable choice for competitive differentiation aviation enterprise competition.
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