摘要：随着市场竞争的日益激烈,服务质量便成为各行各业永恒的话题。"服务质量就是市场，就是效益"。航空公司间的竞争就是服务质量的竞争。提供始终如一高品质的服务是战胜竞争对手的关键，满足旅客的需要并达到他们期望的标准才能获得旅客的满意。当航空公司能够在航班延误时，不断找出公司实际服务和旅客期望服务之间的差距，提供优质独特、满足甚至超过旅客的期望服务时，就会获得市场竞争差别优势，这是全球航空运输业的共识。那么，如何提高航班延误时的服务质量呢？本文首先阐述了造成航班延误的主要原因，深入分析了航延时旅客的心理状态，最后从信息服务、服务态度、业务培训、建章立制等七个方面，重点提出了航班延误时提高旅客服务质量的应对之策。
关键词：航班延误 服务质量 旅客 原因 心态
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參考答案:Summary:Compete along with the market increasingly vigorous, the service quantity becomes the topic of the every trade eternity then." The service quantity is a market, is a performance".The competition of the airline is the competition of the service quantity.Provide the constant from beginning to end and high-quality service is a key that wins the rival, satisfies traveller's demand and attain they expect of standard then can acquire the traveller's satisfaction.When the airline can delay in the service, finding out the actual service of company and traveller to expect the margin between service continuously, providing the superior quality special, satisfy to even exceed the traveller's expectation service, will acquire the market competition difference advantage, this is the consensus of the global aviation forward agent.So, how raise the service quantity of the hour of the service delay?This text elaborated to result in the main reason that service delay first, the traveller's mental appearance while going deep in to analyze the sail to postpone, the end serves from the information, service attitude, business training, set up the chapter to sign to make seven aspects of etc., the point put forward the service delay raise the traveller the plan that the service quantity reply.
Keyword:The service delay service quantity traveller's reason mindset
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