本文選題：航班延誤 + 服務(wù)補救　； 參考：《蘭州大學》2013年碩士論文

【摘要】：隨著國內(nèi)民航運輸業(yè)的快速發(fā)展,航班延誤問題已經(jīng)成為一個不能忽視的社會問題,航班延誤不僅造成旅客滿意度下降、航空公司客戶資源流失,同時對于社會的和諧穩(wěn)定也構(gòu)成了一定的影響,航班延誤已經(jīng)成為一個大家都難以回避的社會問題。 航班延誤是世界性的難題,S航空公司因管理體制不健全、資源匹配不足、整體運營能力和服務(wù)能力等方面的欠缺與國內(nèi)旅客對民航服務(wù)的高標準嚴要求形成了較大的落差,造成航班延誤問題的不斷升級和矛盾激化。 本論文對S航空公司航班延誤方面相關(guān)問題進行了研究.第一部分介紹了選題背景和研究目的；第二部分回顧了S航空公司航班延誤現(xiàn)狀,分析了延誤導致的影響,并根據(jù)服務(wù)質(zhì)量差距模型,梳理了延誤產(chǎn)生的原因；第三部分構(gòu)建了S航空公司航班延誤管理機制。從S航空公司內(nèi)部采取航班運營能力的優(yōu)化,構(gòu)建健全的信息系統(tǒng),完善服務(wù)標準流程,提升服務(wù)人員的素質(zhì),實現(xiàn)航班延誤保險制度等方面進行了深入的闡述和分析。 本文采取的研究方法主要是文獻閱讀法、專業(yè)人士訪談法和案例分析法,通過對S航空公司的專業(yè)人士訪談,詳細了解了S航空公司的現(xiàn)行運營機制以及航班延誤方面的治理現(xiàn)狀和面臨的困難,最終建立全面的S航空公司航班延誤管理機制。
[Abstract]:With the rapid development of domestic civil aviation industry, flight delay has become a social problem that can not be ignored. Flight delay not only leads to the decrease of passenger satisfaction, but also to the loss of airline customer resources.At the same time, it has a certain impact on social harmony and stability. Flight delay has become a social problem that everyone can not avoid.Flight delay is a worldwide problem. Due to the unsound management system, insufficient matching of resources, the lack of overall operating capacity and service capacity, and the high standards and strict requirements of domestic passengers for civil aviation services, there is a large gap between the flight delay and the strict requirements of domestic passengers for civil aviation services.Causes the flight delay question the unceasingly escalation and the contradiction intensifies.In this paper, the related problems of S Airlines flight delay are studied.The first part introduces the background of the topic and the purpose of the research. The second part reviews the status quo of flight delay in S Airlines, analyzes the impact caused by the delay, and combs the causes of delay according to the service quality gap model.The third part constructs the S airline flight delay management mechanism.This paper expounds and analyzes the optimization of flight operation ability, the construction of perfect information system, the improvement of service standard flow, the improvement of service personnel's quality and the realization of flight delay insurance system.The research methods adopted in this paper are mainly literature reading method, professional interview method and case analysis method.The present operating mechanism of S Airlines and the current situation and difficulties of flight delay management are understood in detail. Finally, a comprehensive flight delay management mechanism of S Airlines is established.
【學位授予單位】：蘭州大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F274;F562.6

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