摘要
随着我国民航事业飞速发展,迅速增长的旅客吞吐量与有限的机场资源之间的矛盾日益突出,机场管理者也意识到管理模式需要从原有的"以管理为中心"向"以客户为中心"转变。因此,旅客服务需求成为机场IT服务的核心动力,而对旅客满意度的关注度,促使机场将客户关系管理(CRM)的理念纳入到服务技术体系中。本文正是基于机场的服务面临的问题以及民航技术的发展趋势,在研究过程中引入了客户关系管理(CRM)的思想,提出了机场旅客服务技术体系功能要点、创新性地建立了机场服务体系框架模型,并提出了机场立体式旅客服务架构。
With the rapid development of China＇s civil aviation, the contradiction of growth in passenger and the limitation of the airport resource becomes more and more serious, the management team of airports realizes that to turn their target from ＂focus on management＂ to ＂focus on service＂ is now a basic requirement of renew the manage model. Therefore the call of passenger service has been the core of airport IT service, the concerning of passenger satisfaction makes all airports involve CRM model into ITSM.The paper aims to analyze the problems of airport service and focus on the trend of technique in civil aviation. Based on the principal of CRM, it presents propose the main functions of Airport Passenger Service Technical Structure; defines the core of Airport Service Structure as individual service; mainly discusses the method of the critical technology for realizing the individual service, and put forward a new individual service model.
出处
《综合运输》
2015年第11期52-57,134,共6页
China Transportation Review
