浅谈空乘服务艺术.doc

毕业设计（论文）报告纸 编号 __________________ 南京航空航天大学金城学院毕业论文题 目 浅谈空乘服务艺术姓 名 学 号系 部专 业班 级指导教师二〇一二年六月 南京航空航天大学金城学院本科毕业论文诚信承诺书本人郑重声明：所呈交的毕业设计（论文）（题目： ）是本人在导师的指导下独立进行研究所取得的成果尽本人所知，除了毕业设计（论文）中特别加以标注引用的内容外，本毕业设计（论文）不包含任何其他个人或集体已经发表或撰写的成果作品作者签名： 年 月 日（学号）： 浅谈空乘服务艺术摘 要随着我国经济的不断发展,服务业在整个国民经济中的比重越来越大民航服务是服务行业中的一个重要组成部分,并且我国的民航事业已经进入到了高速发展的阶段现代的民航运输不仅仅是运输行业的窗口,也和人们的基本生活越来越紧密,并且带动了民航人才需求的急剧好的和发展我国航空业市场的不断发展以及各个航空公司之间的激烈竞争,旅客对空乘服务质量的要求也越来越高。

因此,空乘服务质量很大程度上决定了一个航空公司能否争取到更多的客源,进而在激烈的竞争中站稳脚跟文章就我国民航空乘服务质量改进的方法展开研究,阐述了提高空乘服务技巧的重要性和解决基本民航现状的理论方法与方式航班中乘务员对旅客的基本服务交流艺术：服务在本质上是一种人际交往关系，这种关系由服务者、被服务者和服务环境三元素组成，其中，服务者是影响服务质量的最主动、最积极的因素，其能力和素质的高低对服务水平具有决定作用具有良好素质和能力的服务者可以在服务过程中营造出令人愉快的氛围，使服务三元素间的关系达到和谐统一，这种和谐统一的美就是优质服务服务技巧，是指在服务过程中，乘务人员借助一定的词汇、语调表达思想、感情、意愿，与旅客进行交往的一种比较规范的，并能反映一定文明程度的，而又比较灵活的沟通方式服务语言是旅客对服务质量评价的重要标志之一，在服务过程中，语言适当得体、清晰、纯正悦耳，就会使旅客有柔和、愉快、亲切之感，对服务工作产生良好的反映，反之，服务语言“不中听，生硬，唐突，刺耳，客人会难以接受强烈的语言刺激，会引起旅客的不满与投诉，严重影响了航空公司的信誉此外，乘务员认真提高素质修养，服务意识，也是提高服务质量的重点之重，只有思想重视，才会影响行动，落实到具体工作，从而使自身的工作达到事半功倍的效果。

关键词： 服务技巧 ，语言技巧 ，服务意识Talking about the art of flight serviceAbstractWith the constant development of our economy, the service industry the proportion in whole countryman economy increasing. Civil aviation service is a service industry is an important part, and the civil aviaton career of our country has entered the stage of rapid development. Modern civil aviation transportation is not only the transport industry of the window, and the people's basic living more and more closely, and promote the civil aviaton talent demand sharp right and development. The aviation industry in our country the ceaseless development of the market and the competition among the airlines, passengers of flight service quality requirements are also getting higher and higher. Therefore, flight service quality determines to a large extent a airline whether to win more customers, and stand firm in intense competition. The national aviation passenger service quality improvement method to develop research, elaborated enhance flight service skills and the importance of addressing fundamental civil aviaton current situation of the theoretical method and way. The flight attendant on the basic service of Communication Arts: passenger service in essence is a kind of interpersonal relationship, this relationship by the service, by the service provider and service environment of the three elements, which affect the quality of service, service is the most active, most positive factor, its capability and quality of service level has decision effect. With good quality and the ability of the service can be in the service in the process of creating a pleasant atmosphere, make the service three the relationship among the elements of harmony, the harmony beauty is the high-quality service. Services need to have good personal qualities and the ability of service personnel, and quality is one individual character, personality, culture and education and other related factors which reflect, character is the key factor deciding personal qualities. Service skill, is refers in the service process, the crew with the aid of certain words, intonation to express ideas, feelings, intentions, and passenger communication of a relatively standardized, and can reflect a certain degree of civilization, and more flexible communication mode. Language is the passenger service on service quality evaluation is one important symbol, in the service process, language proper, clear, appropriate pure sweet, will so that visitors have soft, pleasant, warm feeling, for services to produce good reflect, conversely, service language" unpleasant, blunt, abrupt, sharp, guests will be difficult to accept. Strong verbal stimuli, will cause the passenger dissatisfaction and complaint, serious impact on the aviation company reputation. In addition, the crew carefully to improve the quality of training, service awareness, improve service quality is the focus of heavy, only the thought takes seriously, will affect the action, to the implementation of specific work, so that their work to achieve twice the result with half the effort.Key Word ： service art；language art；service realization 目 录摘要 ............................................................ 3ABSTRACT .........................................................4第一章 空乘服务艺术的内涵与作用 ..................................8 1.1内涵 ..................................................... 8 1.2空乘服务的作用...............................................8第二章空乘服务语言的艺术 ..........................................9 2.1.人与人交谈 贵在真诚 ......................................9 2.2.需要避免的三种说话方式 ................................. 10 2.2.1.不要轻易允诺旅客 ...................。