鉴于空乘人员服务质量评价标准的矛盾体解析
摘要：随着乘机出行在人们生活中的不断普及，人们对航空业的要求也在不断提高，显著表现在对空乘人员服务质量的要求上。航空公司在激烈的市场竞争的推动下以及旅客不断提升的服务索求的压力下不断创新、完善自我，以求赢得顾客的满意和更大的市场。然而航空公司自身以及一些客观因素，导致很多矛盾体的存在，阻碍了航空业的发展，也导致了航空公司和旅客产生矛盾冲突，严重影响了服务质量。
空乘服务是在特定环境下对特定对象的一种有着较高职业要求和技术含量的工作，因此，要提升空乘服务的质量就要在符合特殊环境所许可的条件下，针对特定对象并首要考虑到特殊职业的职业要求采取相应的改进措施。本文试图针对在航空业自身以及航空公司与旅客之间所存在的矛盾体进行解析，以寻求解决这些矛盾体从而使航空公司获得进步和可持续发展的建议，使之成为航空业发展的一笔财富。
关键词：航空业 空乘服务 矛盾体
指导老师签名：
The Analysis of the Contradictory Objects
in the Aviation Service Quality Evaluation Standard
Abstract: With the ever-growing popularity of the emplaning travel, people’s requirements of the aviation industry are constantly improving. Most of those requirements relate to the service quality of flight attendants. Under the aggressive market competition and the pressure of travelers’ ever-growing demand of service quality, aviation companies are making continuous innovation to achieve a further self-perfection and gain customer satisfaction as well as a large market. However, due to factors of aviation company its own and some objective factors, there are a lot of contradictory objects which will hinder the development of the aviation industry and will lead to the infliction between the travelers and the aviation companies. As a result, the aviation service quality is seriously affected,
Serving peculiar objects in a peculiar situation, service of civil aviation needs relatively high professional requirements and technical contents, Therefore, to improve the aviation service quality, corresponding measures should be taken according to the requirement of special object and within the permission of the special environment. This article attempts to analysis the contradictory object existing between the aviation companies and the travelers and search for some solutions to such contradictories. Those solutions will be a fortune to help aviation companies improve their service and develop continuously.
Keyword: Aivation Industry service of civil aviation contradictory object
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