Research On Improvements Of Xiamen Airlines’ Inflight Duty Free Service Operations Management

In recent years,the duty-free shop has increasingly become an important place for entry-exit travellers.Under the background of the fierce competition in the airlines and the country’s strong advocacy for attracting the country’s consumer backflow,the major airlines are competing in the inflight duty-free business and focusing on increasing the contribution ratio of aviation-assisted income.The research object of this thesis is Xiamen Airlines’ inflight duty-free service,focusing on the improvement and optimization of inflight duty-free service operations management.Thesis research will help directly improve the efficiency of the service on Xiamen Airlines’ aircrafts and promote the improvement of inflight duty-free business performance.The research method of the thesis is mainly field survey method,quantitative analysis method and qualitative analysis method.The thesis is based on the three main lines of "service triangle theory",which includes "service strategy","service system" and"employee".The paper’s research found that the main problem in the service operation is that the inflight duty-free goods service is not recognized and not taken seriously,the inflight sales process is random and the sales order is disordered,and the crew members have poor enthusiasm for sales service.Its main cause is that the service operation strategy is not clear and there is no implementation system,the service operation process is not clear and the failure prevention mechanism is lacking,and the crew performance evaluation and incentive system are not perfect.Based on the cause of the problem,the paper has targeted the optimization plan,which includes the formulation of an inflight duty-free service operation strategy,the re-drafting of the service blueprint,and the design of the crew duty-free service evaluation incentive plan.The effective implementation of optimized plan has improved sales performance and improved service efficiency.The research results of the dissertation can provide a certain degree of reference and reference value for the continuous optimization of Xiamen Airlines’ inflight duty-free service operations management and the operation of inflight duty-free sales services of other airlines.