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    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/96662

    Title: Application IPA on Internal Services Quality and Service Behavior to Flight Attendants - A Case Study in China Airlines
    Authors: Chen, Chin Pin
    Contributors: 經營管理學系
    Keywords: Aviation industry;Internal Service Qualitry;Service Behavior;Flight Attendants
    Date: 2016
    Issue Date: 2016-03-28 14:55:00 (UTC+8)
    Publisher: 亞洲大學
    Abstract: Service behavior flight attendants performance was goodwill, corporate image and service quality indicators of the quality of the airline. As a flight attendant is not only a post, the layers must pass rigorous examinations and professional training and practice to formal implementation flying machine service. More should be "passengers first, customer-oriented" spirit, for benchmarking service behavior and, therefore, to establish the correct attitude, show good behavior is flight attendant service compulsory subject. In this study, the airline's flight attendants as the object of study, a flight attendant for the difference between the degree of importance of internal service quality and level of satisfaction, the researchers found that a total of 20 projects of high importance high satisfaction area, total 8 project lower important high satisfaction area, there are 12 projects of low importance low satisfaction, a total of 10 projects fall high importance low satisfaction region.
    Appears in Collections:[休閒與遊憩管理學系] 博碩士論文

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