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论文编号：	919
作者编号：	2120071951
上传时间：	2009/5/24 0:52:32
中文题目：	基于感知控制的中国航班延误服务
英文题目：	Countermeasure Research of Chi
指导老师：	刘建华
中文关键字：	感知控制;航班延误;服务补救;顾<
英文关键字：	Perceived Control;Flight Delay
中文摘要：	中国实行改革开放以来，民用航空运输业进入了高速发展时期。但是随着空中交通的日益繁忙，航班延误现象的发生越来越频繁。如何制定并实施有效的服务补救策略，减小航班延误对顾客满意度的影响，己经成为中国众多航空公司亟待解决的问题。 心理学家认为，人们行为活动的主要目的是为了追求对情境的控制。Avrill(1973)提出，感知控制是指“人们对所处环境控制能力的感知”，具体可以分为“认知控制、行为控制、决策控制”三个维度。 目前的研究结论证明，感知控制的增加会对人的心理或情绪产生积极影响。因此，本文基于这一视角，分析感知控制的不同维度对航班延误补救中顾客满意的作用机制，进而得出基于感知控制视角的航班延误补救思路，再结合中国航空业的发展现状，提出航班延误服务补救策略。本文具体研究了以下内容： 首先，本文对中国航班延误补救的现状进行了分析，并通过调查问卷的方式，对引发航班延误的主要原因、主要航班延误补救措施、服务补救的顾客满意现状、感知控制现状等问题进行了简单统计，提出目前中国航班延误服务补救主要存在顾客满意度低、多发群体性事件、服务补救措施收效甚微等问题； 其次，本文基于感知控制，利用逻辑演绎的方法，从认知、行为和决策控制三个主要维度，对当前中国航班延误补救的现存问题进行了解释，定性分析了感知控制的不同维度对航班延误补救中顾客满意的作用机制，得出了基于感知控制视角的航班延误服务补救思路； 最后，本文以提高中国航班延误服务补救效果为目的，基于感知控制，分别对政府及监管部门、航空公司、乘客提出了改进策略，具体包括完善制度环境、变革服务补救理念、制定补救流程和标准、树立理智维权观念等。 总的来说，本文认为，基于感知控制设计航班延误服务补救策略，必须重视乘客的心理变化和情绪特征，变革服务补救理念，在服务补救中注重满足乘客的感知控制需求，进而达到提高顾客满意度的目的。
英文摘要：	Since China has implemented the reform and open policy, the civil aviation transport industry entered a rapid period of development. However, with the increasingly heavy air traffic, the flight delay phenomenon's occurrence is getting more and more frequent. How to formulate and implement an effective service recovery strategy, to reduce the flight delay on the impact of customer satisfaction, has become the big question of China’s numerous airlines. The psychologist believed that the main purpose of people behavior activities is to seek the control of situation. Avrill (1973) suggested that perceived control refers to “people’s ability to control their environment perceptions.”, It can be specifically divide into three dimensions: cognition, behavior and policy-making control. The current research conclusion proved that the increased of perceived control has a positive influence to the psychology or the emotional of people. Therefore, based on this perspective, the article analysis the function mechanism from different dimensions of perceived control to the flight delay recovery in, then obtains the recovery mentality combined with China’s development of the aviation industry, proposes the flight delay service recovery strategy. This article has specifically studied the following content: Firstly, the article has analysis China’s present situation of flight delay, carrying on the simple statistics of the primary cause for flight delay, the main remedial treatments, the present situation of service recovery and perceived control, proposed that the present China’s civil aviation transport industry has the main problem such as low customer satisfaction, the little effect of remedial measures, and so on. Secondly, this article based on the perspective of perceptual control, using the method of deduction logic, has explained the existing problems of China flight delay recovery's from the three dimensions, and the qualitative analysis of perceptual control's to the flight delay recovery in customer's satisfactory function mechanism, has obtained the recovery mentality of flight delay service. Finally, this article takes improve China's recovery effect of the flight delay as a goal, based on the perspective of perceptual control, proposed the respectively improvement strategy for the government and regulatory authorities, airlines, passengers, including improving the institutional environment, change the concept of service recovery, and so on. Generally speaking, this article believed that design of flight delay service recovery strategy should based on the perceived control, must pay attention to the passenger's psychological and emotional change, transformation the concept of service recovery to meet passenger's demand for perceived control, then achieves the goal of enhancing the customer satisfaction.
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