摘要
高端旅客已经成为各航空公司争夺的重点,面向高端旅客服务的水平也成为衡量一个航空公司服务能力的标准。南航在推进优质服务年活动中,应用信息化技术推动高端旅客服务流程再造。介绍了南航高端旅客管理系统的设计、实现、应用情况和相关技术,并由此提出面向高端旅客的个性化服务理念以及人性化的服务流程。
The VIP passengers have already become the keystone attracts airlines attentions. The service level for the VIP passenger has also become the standard which measures an airline service. Among the year round events of high quality service promotion,China Southern Airlines impelled the bushiness process reengineering for serving the VIP passenger through information systems. By introducing the design idea,realization,the application situation of VIP management system of China Southern Airlines and involved technologies,this paper presents the conception of the VIP＇s individulization service as well as the service process of full humanization.
出处
《中国民航大学学报》
CAS
2007年第6期34-37,共4页
Journal of Civil Aviation University of China
