摘要
JH机场由于处在享誉国际的九寨-黄龙风景区之间,已经成为重要的旅游支线
机场。它地处川西高原、高寒地区,具有非常复杂的地理环境和气候条件。随着
兰成铁路、成都-九寨沟高速公路的幵工建设,JH机场将面临非常激烈的竞争。如
何在竞争中保持竞争优势,对JH机场的服务现状进行分析,并正对问题提出改进
服务和创新的一些建议具有重要的意义
本文从五个部分展开研究。首先,根据理论和背景提出论文的研究思路和内
容框架;其次,从国内外机场面临的竞争环境入手,对JH机场面临的环境进行了
较全面地分析把握;第三,对JH机场目前的服务状况,包括一般概况、服务设施、
运营管理等方面进行分析;第四,有针对性地提出服务改进与创新的原则,并在
此基础上,从“以人为本、完善系统”,“注重瞬间、抓住关键”,“展开关系营销
和内部营销,完善营销系统”,“通过有形展示,体现服务魅力”,“创新服务文化,
提高服务形象”,“积极应对服务失误,及时实施补救”,“畅通信息渠道,重视口
碑效应”等方面提出一系列的措施和意见。最后,以案例方式提出了-JH机场大面
积航班延误背景下的服务补救方案。论文具有一定的实践指导意义
关键词:JH机场;航班延误;服务
ABSTRACT
ABSTRACT
The JH Airport has become an important tourist regional airport because it locates
in the internationally renowned Jiuzhaigou-Huanglong Scenic Area. It lies in the
western plateau of Sichuan, which is the alpine region with cold climate, very complex
geographical environment and climatic conditions. Accompanied by the construction of
Lanzhou-Chengdu railway and Chengdu-Jiuzhaigou super highway, the JH Airport will
face a fierce competition. How to maintain the competitive advantage in the competition,
we need to analyze the status quo of service of the airport, and make some suggestions
to tackle the problem, which is of great significance in improving services and
promoting innovation.
This paper includes following five parts. Firstly, it puts forward ideas and
content framework of the paper according to the related theory and background.
Secondly, from the competitive environment faced by domestic and international airport,
this paper starts a more comprehensive analysis in the environment faced
by JH Airports. Thirdly, it analyzes status quo of services of JH Airports, which
includes general overview, services facilities, operations management. Fourthly, based
on putting forward to service improvement and innovation principles, it puts forward a
series of measures and opinions from the “ people-oriented “focusing on the moment,
grasping the key,“expanding the relationship marketing and interna] marketing、
improving the marketing system”,“reflecting the charm of service by visible display”,
“innovating service culture、enhancing the image of service,positive response to
service failure and timely implementation in remedial ways”,smoothing information
channels、emphasis on the word of mouth”Finally, through the case study, it puts
forward the context of service remedy program in large area flight delays of JH Airport.
This paper has a certain practical guiding significance.
Key Words: The JH Airport; Service; Flight delay