| 以体验提升航空服务质量的策略研究 |
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| 引用本文： | 于蓉.以体验提升航空服务质量的策略研究[J].中国民航飞行学院学报,2011,22(3):39-41. |
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| 作者姓名： | 于蓉 |
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| 作者单位： | 中国民航飞行学院空中乘务学院,四川广汉,618307 |
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| 摘 要： | 航空服务若想在激烈的市场竞争中取胜,将体验融于服务,开发设计出令人难忘的客户体验,无疑将对提升服务质量,保持客户忠诚度起到关键作用。本文从体验与航空服务的互动关系出发,分析了体验在航空服务中的重要作用,探讨了航空服务中体验设计的方法,帮助探寻民航企业体验设计中的重要依托要素。
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| 关 键 词： | 体验 航空服务 互动关系 体验设计 |
Study on Improvement of Air Service Quality through Experience |
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| Yu Rong.Study on Improvement of Air Service Quality through Experience[J].Journal of China Civil Aviation Flying College,2011,22(3):39-41. |
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| Authors: | Yu Rong |
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| Institution: | Yu Rong (Cabin Crew College of Civil Aviation Flight University of China Guanghan 618307 Sichuan China) |
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| Abstract: | Air service industry has the tendency to combine experience into service to win in the intense market competition.Therefore,the development of an unforgettable customer experience is vital to upgrade service quality and maintain customer loyalty.Based on the interactive relationship of the experience and air service,the author analyses the important role of experience in air service and explores the experience design method,whi（？）s a key element for air service industry in searching into civil aviation experience design. |
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| Keywords: | Experience Air service Interactive relationship Experience design |
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