近期民航服务峰会一组调查数据引发了大家的关注,81%的航空公司高管认为航空旅行体验旅客满意度有一定程度或是极大的提高,只有34%的旅客认为满意度有所上升。二者差距之大让人诧异与唏嘘:民航服务与旅客的需求之间到底差在哪?从需求角度来看,马斯洛需求理论的5个层次:生 Recently, a group of civil aviation service summit survey data aroused everyone’s concern, 81% of airline executives believe that air travel experience passenger satisfaction to a certain extent or greatly improved, only 34% of tourists believe that satisfaction has increased. The big gap between the two is surprising and sigh: Where is the difference between civil aviation service and passenger demand? From the demand point of view, Maslow’s five levels of demand theory: students