论文浅谈服务意识

内蒙古民族大学本科生学年论文
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编号：139390241196

本 科 学 年 论 文
题 目： 浅谈服务意识与服务质量分析
学 院： 旅游与航空服务学院
专 业： 空中乘务
年 级： 13级空乘4班
* 名： ***
指导教师： * *
完成日期： 2015年7月7日

内蒙古民族大学本科生学年论文
I
摘 要
民航业是国民经济发展的基础产业，与旅游、商贸、物流等行业联系紧密。
在大力发展第三产业的今天，它无疑有着强烈的市场吸引力。随着我国经济的发
展和人民生活水平的提高，人们社会交往的频率也在不断增加，由此对交通运输
的选择也越来越重视，对航空运输的需求日益增加。我国民航业的发展呈现出史
无前例突飞猛进的巨大潜力，人们对民航服务水平的要求也越来越高。因此航空
公司之间服务的竞争愈演愈烈。如何让民航服务这个举足轻重的软件实力在竞争
中不断提高为航空公司带来巨大的经济效益使得其竞争立于不败之地并且让航
空公司不断壮大就成了一个非常棘手并且有待研究的问题。如何有效提高民航人
员的服务意识和打造高品质的服务质量并且使其在客舱服务中完美实施与应用
就显得尤为重要。本文通过多方面阐述了服务意识和服务质量对民航客舱服务的
重要性，提出了如何提高服务意识和服务质量的方法。

关键词：空乘人员；基本素质；服务意识
内蒙古民族大学本科生学年论文

II
Abstract
Civil aviation industry is the basic industry of national economic development,
and it is closely related to tourism, trade, logistics and other industries. In the
development of the third industry today, it will undoubtedly have a strong market
appeal. With the improvement of China's economic development and people's living
standard, people's social association frequency also increased, thus to the choice of
transportation pay more and more attention, the demand for air transport increases day
by day. The development of civil aviation industry in our country is developing
rapidly, and the requirement of civil aviation service level is higher and higher. So the
competition between airlines service has become more and more fierce. How to make
civil service is the important strength of the software in the competition will continue
to improve for the airline to bring huge economic benefits makes the competition in
an invincible position and let Airlines growing is a very difficult and needs further
study. How to improve the service awareness of civil aviation personnel and create
high quality service quality and make it perfect in the cabin service is very important.
In this paper, the importance of service awareness and service quality to the civil
aviation cabin service is described in this paper, and how to improve the service
consciousness and service quality is put forward.

Key words
：The flight attendants；Basic quality；Service consciousness
内蒙古民族大学本科生学年论文

III
目 录
摘 要
········································································································ I

Abstract
······································································································· II

目 录
······································································································ III

引 言
······································································································· 1

一 、客舱服务意识
······················································································· 1

（一）服务的概念
··················································································· 1

（二）服务的职责
··················································································· 1

（三）服务的意识
··················································································· 2

二、客舱服务质量
························································································· 2

（一）服务质量的含义
············································································ 2

（二）服务质量的内容
············································································ 2

1.服务水平
······················································································· 2

2.目标顾客
······················································································· 2

3.连贯一致
······················································································· 2

三、民航空乘服务质量现存问题分析
····························································· 3

四、改进民航空乘服务质量的主要方法分析
··················································· 3

结 束 语
······································································································· 5

参考文献
······································································································· 6
内蒙古民族大学本科生学年论文

1
引 言
21世纪的我们在大力的发展着第三生产业，民航业作为国民经济发展的基
础产业，并且密切联系着旅游业、商贸、物流等行业，自然而然有着强烈的市场
吸引力。我国的经济水平在飞速的发展，国民生活水平不断地在提高，全球化的
发展，人们之间的社会交往不断增加，自然交通运输业成为了人们重视的对象，
尤其是对航空运输的需求日益增加，与此同时对民航服务水平的要求也日益提
高。随着社会的不断进步，航空公司之间服务的竞争也越来越激烈。如何让民航
服务在竞争中不被击败并且在竞争中不断地为航空公司提高经济效益，从而，让
航空公司在激烈的竞争中不断地壮大、脱颖而出成为了有待研究的问题。因此，
打造高品质的服务质量和提高民航人员的服务意识并且让其与客舱服务完美的
融为一体，得到完美的效果是非常重要的。本文就如何提高服务意识和服务质量
的方法，阐述了多方面服务意识和服务质量对民航客舱服务的重要性[1]。

一 、客舱服务意识
（一）服务的概念
服务就是为他人做事，并使他人从中受益的一种有偿或无偿的活动。更加深
层次的来说就是做事情为了是社会或者是他人受益。“人人应该以服务为目的，
不当以夺取为目的。”这是孙中山《民权主义》第三讲中的内容。Service是英
文中的服务，当我们仔细的来分析这个单词的拼写时我们就会更加深刻的体会到
第二语言的国家对服务的深层次理解。其中，
S--对待客人保持微笑 Smile for every one
E—对工作业务的精通 Excellence in everything you do
R—要以亲切友善的态度对待客人
Reaching out to every customer with hospitality
V—把每一位客人都当成特殊和重要的人
物 Viewing every customer as special
I.—欢迎顾客再来 Inviting your customer to return
C—营造温馨的服务环境 Creating a warm atmosphere
E—用眼神表达对客户的关心 Eye contact that shows we care
（二）服务的职责