毕业实践报告 毕业实践报告 题目：中国南航服务理念分析 The Service Philosophy of China Southern Airlines 空乘 1131 班 第三组 学生姓名：岑文静 刘小艳 罗清 学 号： 学 号：

Catalog 1. the necessity of the service concept ， which is developed by the China southern airlines 2.the currently existing problems in the service development of China southern airlines 3.take some measures to improve the service of southern airlines 4. How to improve the quality of flight attendant service.

【 Abstract 】 : China Southern Airlines service concept for the title of this thesis, mainly around the service expanded description.The thesis is divided into three parts. The first part shows that China Southern Airlines launched service concept of necessity; second part of the existence Southern Service Development issue. third part of measures to improve air service from the thesis, we can learn to develop their own service concept, and know the impact they learn to use a good sense of service treat people and things around and create a glamorous future.

1. summary. An excellent flight attendant must be a can tolerate passengers "negligence", keep the sunshine state of mind, happy and positive at any time to provide more quality services for tourists. I think in terms of service attendants to provide services for tourists, in fact, a kind of interpersonal communication, communication interpersonal relationship. Do a good job lies in understanding the basis of passenger service psychology, care for passengers, love of travelers.

2. Conspectus. Cabin service is usually a simultaneous production and consumption, the ticket is unable to provide before didn't sell, cabin service at the time of production is consumption at the same time. This synchronization means that higher customer participation, service quality and customer satisfaction will largely depend on the "real moment", in the "contact" moment can extract standardized parts, is undoubtedly a big challenge for company itself, but also will be the highlight of service. "Contact" service standardization, mainly embodied in the instrument of flight attendants, language, attitude and behavior standards, etc

3. the necessity of the service concept ， which is developed by the China southern airlines Service in essence is a kind of interpersonal relationship, this relationship by the server, the server and service environment of three elements, among them, the server is the most active, most positive influence service quality factors, the ability and quality of decisive role on service level. Have good quality and ability of server can create a pleasant atmosphere in the process of service, Outstanding most flight attendants have five outstanding personal character, namely: the sense of responsibility, love, tolerance, compassion and patience

4. the currently existing problems in the service development of China southern airlines. Service in essence is a kind of interpersonal relationship, this relationship by the server, the server and service environment of three elements, among them, the server is the most active, most positive influence service quality factors, the ability and quality of decisive role on service level. and quality is a personal character, personality, culture, education and other related factors of comprehensive reflection, the character is key factor of personal qualities. Outstanding most flight attendants have five outstanding personal character, namely: the sense of responsibility, love, tolerance, compassion and patience

5. take some measures to improve the service of southern airlines. Patience is a attendant in the work to resolve contradictions of a kind of important quality. To make passengers happy in the journey, naturally support the work of flight attendants, need flight attendants took pains attention and meet the reasonable requirements of passengers, timely solve the problems and contradictions, and strive to create a positive atmosphere infected passengers to solve the problem.

岑文静 学号： 38 corporation ： Jialian ChangSha Real Estate Company position ： Property Consultant 刘小艳 学号： 03 corporation ： Feixiang YueYang Flying dance school position ： Reception 罗清 学号： 40 corporation ： Mud commune decoration company post ： Marketing salesman I n t e r n s h i p 4 个人实习情况简介 & 实习说明时间

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