浅析如何打造高品质的客舱服务摘要飞机作为当今快捷便利的交通工具已飞速进入普通民众的生活中。随着生活水平的提高，人们对客舱服务品位的要求已由方便实用型变成了舒适享受型，而且期望值也与日俱增。因此，排除影响客舱服务质量的因素，加强客舱服务质量的管理，提升客舱服务品质，创新客舱服务，是保证航空公司客源充足和快速健康发展的重要前提。本文在阐述了客舱服务内涵的基础上，分析了客舱服务质量的现状和问题，查找了影响客舱服务质量的根源，最后着重从硬件设施和软件设施方面给出了提升客舱服务质量的一些建议。关键词：客舱服务，高品质，创新ABSTRACTAsthefastandconvenientmeansoftransport,theaircraftshavecomeintothelivesofthecommonpeople.Withtheimprovementoftheirlivingstandard,people’srequirementsforthegradeofcabinservicehavebeenchangedformtheconvenientandpracticaltypetothecomfortableandenjoyableoneandtheirexpectationsforqualityservicehavegrownwitheachpassingday.Therefore,inordertoensureadequatepassengersfortheairlinecompaniesandthefastandhealthydevelopmentofthecivilaviationindustry,itisimportanttoeliminatethefactorsthichaffectthequalityofcabinservice,toreinforcethequalitycontrolandtoinnovatenewmeansuresforthequalityservice.Onthebasisofexpoundingtheconnotationofthecabinserbice,thispaperanalyzesthepresentsituationandexistingproblemsofcabinserviceinChina’scivilaviationindustry,andthenpointsouttheircauses.Finallythepapersuggeststhatsomehardwerefacilitiesandsoftwaremeasuresshouldbeprovidedforimprovingthequalityofthecabinservice.KEYWORDS：Cabinservice,highquality,innovation目录任务书.............................................................II摘要..............................................................IVABSTRACT............................................................V第一章前言.........................................................1第二章客舱服务的内涵...............................................22.1客舱服务的概念................................................22.2客舱服务的特点................................................3第三章客舱服务质量的现状与问题.....................................53.1客舱管理......................................................53.2空乘素质......................................................53.3操作规范......................................................63.4运行环境......................................................6第四章怎样提升客舱服务质量.........................................54.1硬件设施......................................................74.1.1设计创新...................................................84.1.2效率创新..................................................84.1.3概念创新..................................................94.1.4环境创新..................................................94.2软件设施.....................................................104.2.1重视服务设计，注重质量标准................................104.2.2强化服务提供，注重服务规范...............................104.2.3加强质量控制，注重服务流程...............................104.2.4创新服务理念，注重品牌建设...............................11第五章结论.......................................................12参考文献...........................................................13第一章前言作为航空公司，在竞争日益激烈的时代，收入和利润面临着巨大的挑战，航空公司想要在这种竞争环境下实现战略发展就要不断地下功夫、做文章，除了核心竞争力的飞机数量和航线外，航空公司的客舱服务品质开始成为“...
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