摘要
近年来,有关航空服务补救现象的研究层出不穷。国家有关部门尚未出台相关法律法规来具体明确实施细则,将相关权责下放给各民航服务主体部门,导致旅客接受到服务补救的标准不一、种类各异。文章通过引入美国市场营销学家帕拉休拉曼等人提出的SERVQUAL模型,从宏观层面上,将航空服务补救的相关理论部分,带入模型内部进行系统化,多维度的定性分析。研究结果发现:当前航空服务补救过程中或存在服务补救措施草率、信息来源不对称、一线服务员工处置权受阻、服务补救方式呆板单一、服务补救处置流程不规范等问题。为此提出未来的发展建议,目的是促进航空服务补救理论的完善和发展,助力新时代新征程下民航高质量发展。
In recent years,researches on the phenomenon of aviation service recovery emerge one after another.The relevant national departments have not yet issued relevant laws and regulations to specify the detailed implementation rules,and delegated relevant powers and responsibilities to the main civil aviation service departments,resulting in different standards and types of service remedies for passengers.In this paper,by introducing the SERVQUAL model proposed by American marketer Parasuraman et al,from the macro level,the relevant theoretical part of aviation service recovery is brought into the model for systematic and multidimensional qualitative analysis.The results show that there are some problems in the current aviation service recovery process,such as hasty service recovery measures,asymmetric information sources,blocked disposal rights of front-line service employees,rigid and undiversified service recovery methods,and non-standard service recovery disposal processes.Therefore,suggestions for future development are put forward in order to promote the improvement and development of aviation service recovery theory and facilitate the high-quality development of civil aviation under the new era and new journey.
作者
彭伟峰
PENG Weifeng(College of Home Economics,Hebei Normal University,Shijiazhuang 050024,China)
出处
《物流科技》
2024年第9期102-104,共3页
Logistics Sci-Tech
