Research On Service Recovery Strategy Of

In recent years,as civil aviation industry is booming in China,the number of flights is increasing.Meanwhile,aerospace resources became strained and the issues of flight delays have been highlighted.With the enhancement of the awareness of consumer rights,the conflicts caused by flight delays have gradually increased.Proper service recovery is conducive to improving passengers' satisfaction and brand loyalty and promoting the continuous development of the company.On the contrary,if the service recovery measures are not effective,it will stimulate the bad moods of the passengers,which goes against to the establishment of corporate brand image.In the long run,it will affect the future development of the company who will suffer in the highly competitive civil aviation market.This paper classifies the causes of flight delays of K Company,and investigates the existing procedures of service recoveries of K Company.Through the questionnaire survey,the defects of the remedial measures for the abnormal flight service of the K company are analyzed.According to the actual situation of K company,we designed a service recovery procedure that meets the expectation of passengers and is conducive to the service management of K company.The main contents of this paper are as follows:First,this article explains the causes and impacts of the delayed flights of K Company.Flight operations are complex and systematic activities.The causes of flight delays are also complex.Generally speaking,they can be divided into three categories: airline reasons,non-airline reasons,and the crossover reasons.The emotions and even economic impact caused by delayed flights to passengers cannot be avoided.If the airlines do not handle it properly,they will directly affect the corporate brand image and future development.Secondly,this paper investigates the existing recovery procedures of delayed flights of K Company,and finds the difference between recovery procedures of K Company for delayed flights services and passenger expectations through questionnaires and data analysis.Third,through the investigation and analysis of the recovery service measures of delayed flights,service recovery procedures that meet the expectations of passengers and applies to the operating mode of K company is designed.The problem of K Company is not a unique case;it should be a common place in civil aviation industry.By studying the case of K Company,we may share some experience and provide it to other airlines to improve of the overall civil aviation service level.This paper follows the basic process of raising questions,analyzing problems,and solving problems.During the entire research process,we first put forward problems in the remediation process of delayed flight services of K Company.These problems have affected service level of K Company.Through the analysis of theory and actual research to find the problem,and combined with the actual situation of K Company,service recovery procedures in line with the service operation and management to improve the service level of K company's delayed flights will be designed.