| The world economy of the 21 st century has entered to a service-oriented era. The position of the service industry in the national economy and social life is improving,and the economic competition among countries has shifted from product competition to service competition. Civil aviation airport, as a transportation enterprise, plays a more and more important role in the economic development of today's society. Civil aviation airport service quality is also increasingly concerned by the public and airport operators, not only an important indicator of the development situation of the airport,but also an important factor for the competitiveness of airport. Airport service as a special product, has a certain degree of particularity, airport service quality management work is more complex than other service industries. Guangzhou Baiyun International Airport as an important domestic aviation hub, in recent years, also faced with challenges of diversification of customer service needs, however their own service is too monotonous. Therefore, in order to be able to adapt to changes of customer demand for services, the airport needs to continuously improve service standards, which is the purpose of this paper in-depth study Baiyun Airport service improvement strategy.This paper firstly introduces the service status of Baiyun Airport, including reviewing the development history and basic situation of the airport, analyzing the customer category and service demand of the airport passengers, expounding the service management system of Baiyun Airport and the status quo and shortage of service;Secondly, the paper analyzes the internal environment of Baiyun Airport's upgrading service by using the service marketing theory. Thirdly, it analyzes the external environment of Baiyun Airport's upgrading service by using the competitive advantage principle. At last, it puts forward the improvement measures of Baiyun Airport from the aspects of efficiency, environment and service concept, and tries to solve some practical problems in the airport service management, and finally improve the Baiyun Airport service quality.This paper discusses the service management of Baiyun Airport, focusing on the theory of service management and the analysis of improvement measures, hoping to play a role in the relevant research of airport. |
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