Study on Airline’s Service Complaint Management in China
Abstract: In the field of air transport, airline’s service complaint deserves to be concerned highly. Based on the recent five (namely from 2007 to 2011) data of airlines’ service complaints, it is firstly discussed the ten-dency and characters of airlines’ service complaint in China. Then, it is analyzed the main reasons for air-lines’ service complaints. Finally, it is put forwards some countermeasrues for them. The analytical result in-dicates: According to the fundamental status quo and charaters of China’s airlines’ service, Only if airlines update management ideas, and upswing management means, and perfect management mechanism, and be complete in management system and reforge management organization, can they effectively solve the prob-lems of service complaints.
文章引用: 龙继林 , 刘光才 (2012) 我国航空公司服务投诉管理研究。 现代管理， 2， 123-128. doi: 10.12677/MM.2012.23021
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