从Zeithaml和Berry服务质量模式看如何提高航空服务质量

目前，服务性行业为了提高整体服务质量，着重强调首先了解消费者的期望的服务是什么，在此基础上满足和超过消费者的期望服务质量，最终使消费者满意。服务质量模式揭示了消费者期望服务和实际获得服务之间的差别，显示了招致提供服务失败的五个差距。作为服务性行业的航空公司可从中进一步了解旅客的需要，减少差距，提高服务质量。

Improving Air Service Quality Pursuant to Zeithaml and Berry's Service Model

The present tertiary sector emphasizes,first of all,an in-depth understanding of customers' ex-pected service,then satisfy or even exceed it in their favor.Service quality model reveals differences between expected service and obtained service,thus throwing light on 5 gaps to be filled against service failure.Air-line sa spart or the tertiary sector can draw lessons herein;they can know customers better and narrow the gaps to improve service quality.