我国航班延误内部服务补救质量评价  

Evaluation of Internal Service Recovery Quality of Flight Delays in China

作　　者：杨秀云[1] 李扬子 张园园[1] YANG Xiu-yun;LI Yang-zi;ZHANG Yuan-yuan(School of Economics and Finance of Xi’an Jiaotong University,Xi’an 710061,China)

机构地区：[1]西安交通大学经济与金融学院,陕西西安710061

出　　处：《郑州航空工业管理学院学报》2018年第2期1-11,共11页Journal of Zhengzhou University of Aeronautics

基　　金：教育部人文社科规划项目(11YJA790183);教育部新世纪优秀人才支持计划(NCET120459)

摘　　要：基于服务利润链理论和内部营销理论,依据SERVPERF模型原理,通过设计和发放调查问卷,运用云重心评价法从内部服务补救质量的角度分析了我国航班延误服务补救质量问题。研究发现,我国航空运输服务的相关法律法规并未对航班延误内部服务补救进行规范,大多数航空企业也没有将内部服务补救条款纳入制度体系,导致航班延误内部服务补救总体质量与理想状态存在较大差距,在保证性维度、有形性维度和移情性维度上有所缺失,航空运输服务员工在提供外部服务补救时处于弱势地位。航空运输相关部门要建立完善的航班延误服务补救激励机制,将服务补救条款纳入相关制度章程,为服务补救员工提供合理的授权和必要的补救资源,加强航班延误服务补救跨部门和跨单位合作,提高我国航班延误内部服务补救质量。Based on the theory of service profit chain and the internal marketing theory,according to the SERVPERF model,this paper designs the questionnaire.By using the cloud gravity evaluation method we evaluate the internal service recovery quality of China's flight delay.The results show that there is a big gap between the quality of internal service recovery and the ideal state of flight delays,and the deviation of the cloud gravity is 0.2577.The deviation of the guarantee dimension is the largest,reaching 0.3188.The deviation of the physical and the empathy is also larger,reaching 0.2576 and 0.2347 respectively.The main problem is that the air transport service unites did not put internal service recovery into their relevant regulations.They didn’t connect the staff salary benefits and job promotion with service recovery performance,didn’t provide adequate authorization and resource support to staff.And when the flight delays occurred,there was no enough cooperation among airport,airline and air traffic control.

关 键 词：航班延误 内部服务补救 云重心评价法 民航服务 

分 类 号：F562.6[经济管理—产业经济]