碩士 / 國立政治大學 / 商管專業學院碩士學位學程(AMBA) / 101 / Airline industry is facing changes in the external environment and test of rising international oil price. How to reduce cost, increase the added value and improve service quality to achieve customer satisfaction and be more competitive has become the first priority of all airlines. Due to the highly customer contact features, the airline industry has slowly transferred into service industry from transportation industry. This study is focused on what kind of service failures would be in the cabin and the service recoveries which the target airline suggested. The study is mainly based on Critical Incident Technique(CIT), and academic research as auxiliaries, collecting 130 critical incidents since January 2008 to May 2013 from target airline’s customer complaint cases and its suggested solutions. After classifying service failures and service recoveries, the study analyzes service failures in cabin and common make-up solutions of the target airline. In the end, according to the research results, the study proposes several managing suggestions as references to the airline industry.
| Identifer | oai:union.ndltd.org:TW/101NCCU5388249 |
| Creators | Lee, Tin Hsien, 李亭嫻 |
| Contributors | Shang, Shari S. C., 尚孝純 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 64 |
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