产品创新是企业持续发展的动力,就航空企业而言,意味着服务需要不断推陈出新,服务产品的改进和创新是以旅客需求为前提的,它涉及了两个必须解决的问题:其一是改进与创新的来源,其二是改进与创新是否贴近旅客。要解决上述两个问题,科学有效地改进创新模式很有裨益。换而言之,成功的关键在于能否把握旅客现场。所谓旅客现场,指航空服务产品支付给旅客或者航空从业者与旅客互动的环境空间,它可以是机舱、机场,也可以是订票热线等“虚拟现场”。几乎所有的航空服务产品都在这些空间中与旅客实现交接,大量的信息也恰恰流动在这些空间中,它既是整个服务产品寿命周期 Product innovation is the driving force for the sustainable development of enterprises. In the case of aviation enterprises, it means the service needs to be constantly updated. The improvement and innovation of service products are based on the needs of passengers. It involves two problems that must be solved: one is to improve And the source of innovation, the second is to improve and innovate close to the passengers. To solve these two problems, it is very helpful to improve the innovation mode scientifically and effectively. In other words, the key to success lies in the ability to grasp the passenger scene. The so-called passenger site, refers to the aviation service products paid to passengers or aviation practitioners interact with the environment space, it can be a cabin, airport, booking hotline can also be “virtual site ”. Almost all of the aviation service products are in these spaces with the realization of the transfer of passengers, a lot of information is precisely the flow in these spaces, it is the entire service life cycle