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A Research on Service Recovery Strategy of Postponed Flight for Airline Companies

Author: ShuLi
Tutor: ZhangMeng
School: Southwestern University of Finance and Economics
Course: Tourism Management
Keywords: Airline Flight delays Service Failure Service Recovery
CLC: F562
Type: Master's thesis
Year: 2009
Downloads: 338
Quote: 0
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With China's rapid economic development, people's income is increasing, more and more tourists travel. Tourists consumption, including food, housing, transportation, travel, shopping and entertainment six links. The \Tourist traffic is safe, punctual, clean and comfortable a direct impact on the travel experience of tourists, visible \Air transport is an important part of the high-end tourism products, if the airline flight delays the formation of the failure of the travel experience of visitors is bound to affect the follow-up part of tourism consumption. Recent years, with the rapid growth of the national economy, civil air transport industry was the rapid development of the \In 2006, the civil aviation industry a total passenger throughput, cargo throughput and aircraft movements were 331,973,000 people, 7.532 million tons to 3.486 million vehicles, respectively, compared with 2005, an increase of 16.7%, 19%, 14.1%. In the case of civil aviation development of this high-speed, the flights increased significantly. At the same time due to the weather, air traffic control, aviation companies, management, traveler's own reason and objective factors influence the decision inevitable flight delays. With the growing awareness of consumer rights, the complaints of flight delays, the conflicts more and more, from time to time become the focus of the media chase and reported. Appropriate service recovery to help improve customer satisfaction and loyalty, and improve the corporate image; help to improve the overall quality of service, and to promote the continuous development of enterprise; service recovery is very important to establish and maintain corporate image. Conversely, if the improper service remedies will result in customer dissatisfaction spread, will directly impact on the reduction of air source, and further affect the sustainable development of the company, which would make in the fierce competition in the airline in a more disadvantage. All airlines focus on improved customer satisfaction, and also actively carry out remedial service failure occurred. But the reality is that the airlines put a lot of the cost of flight delay events, the results were far from satisfactory, most of the passengers were dissatisfied with the handling of flight delay events. There are many reasons for the above, one of the most crucial point is that airlines in dealing with the problem of flight delays service failure, the lack of effective remedies. Service recovery management research scholars mainly in Northern Europe and the United States, and their research in a leading position. Domestic research, service recovery is still a relatively new concept, relatively fewer of their research, most major from a strategic point of view to explore the importance of enterprise service recovery and proposed certain remedial strategies, research reference to service recovery, some scholars use empirical methods of service recovery research significance for improving customer perception of service quality, customer satisfaction and loyalty. But generally speaking, research in the field of general stay on the introduction and introduction of foreign theories and methods. Contrast, the service recovery theory for guidance airline flight delays service recovery is still a lack of systematic, in-depth research and experience in service recovery is also a lack of references and learn foreign advanced flight delays. In sharp contrast with the warm conditions of the theoretical research in the field of service recovery service recovery in the actual use of the internal situation is very unsatisfactory. Most enterprises and not from the ideological and cultural identity and emphasis on service recovery. A survey shows that only 5% of the enterprises into \Most of the enterprises service failure and customer complaint handling, holding perfunctory mind, unwilling even to the exclusion of service recovery. Customer service failure is encountered, often not a satisfactory solution, the customer is often money or promises to fool trouble. Studies have shown that more than half of the service recovery has not only reverse the dissatisfied customers, but actually increased the negative emotions of the customer. The fiery practical application of theoretical research gap between the cold so we have to reflect on the theory of defects of the existing service recovery. A careful analysis of the status of our flights were delayed, the implementation of the main problems in the service recovery causes as well as the current airline. Finally, starting from the point of view of service recovery and customer satisfaction, and on the basis of fully learn from theory and experience, combined with the reality of our country, mainly to build flight delays caused by the sudden travelers stranded dispute-speed cutting mechanism develop flight delays caused by the sudden stranded passengers compensation standards, and improve the process of service recovery service, flight delays the effective implementation of the service remedial work to narrow the gap between the transmission of information, provide personalized service remedies five suggestions. I hope to do a good job for the airline flight delays remedial work to provide useful help.

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CLC: > Economic > Transportation and economic > Air transport and economic > China 's air transport
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