航班延误引发的旅客心理问题及服务策略探析毕业答辩.ppt

姓 名：蒋杏 丁旭东 李梦萦 Good morning, 　　　Distinguished professors and teachers, ladies and gentlemen, thank you for attending the oral defense. ： 　　　First and foremost, I would like to express my sincere gratitude to my supervisor, professor yang, for his intellectual guidance, invaluable instructions and comments on my thesis. It is with his valuable assistance that I have finally accomplished this thesis. 　　　My topic is Flight delays travelers caused by psychological problems and Strategies The whole thesis consists of 4 parts. The first part will give a brief introduction of the The definition of flight delays and cause analysis, as well as the topic’s significance in the real society. And the second part is going to analyze the fFlight delays caused by passengers psychological problems. In the third part, Service Strategy of flight delays and the fourth part is to talk about their different tendency of dispositions and behaviors in the society. T 　　　　Thank you! 【摘要】航空运输以其快捷舒适的优势，受到越来越多旅客的青睐，成为人民远途旅行时首选的交通方式。但是，航班延误问题一直以来都是困扰各航空公司和旅客的一大难题。本文在了解航班延误的定义及分析原因的基础上,对航班延误引发的旅客心理问题的类型及成因进行归类与案例分析。最后对航班延误的服务策略进行了探析并对我国的航班延误问题提出了一些建议，比如通过建立联动机制、提高服务水平等路径有效提高客舱服务质量。 【关键词】航班延误； 旅客心理；服务策略 【Abstract】Air transport with its fast and comfortable advantage, more and more visitors of all ages, people became the preferred mode of transportation trips. But, problem of airliner incur loss through delay has been plagued the airlines and passengers is the one big difficult problem. Based on the analysis of flight delay definition and analysis of the reasons on the basis of flight delays, caused passenger psychological problems the causes and types of classification and case analysis. At the end of the flight delay service strategy is analyzed and the problem of airliner incur loss through delay in our country and put forward some suggestions, such as through the establishment of linkage mechanism, improving service level path effectively improve cabin ser