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在全球经济一体化的今天,中国航空公司承受着日益激烈的竞争压力。如何为顾客提供更完美的服务,创造更大的顾客价值,以构建企业核心竞争力已成为中国航空公司面临的首要课题。本文力图通过对航空运输服务进行较清晰的服务层次与服务内涵界定,对比航空运输企业为顾客创造的利益
In today’s global economic integration, Chinese airlines are under increasing competitive pressure. How to provide customers with more perfect service and create greater customer value in order to build their core competitiveness has become the most important issue for Chinese airlines. This article tries hard to compare the air transport enterprises to create the benefit for customers through the clearer service level and service connotation of air transport service