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1、Airlines flight attendant servicequality researchService organizations competitive advantage is the price of the product and function can not only meet the needs of customers, more important is how in the fierce competition environment, the soft power of the invisible service to long-term advantage,
2、 and retain customers, exceeding our competitors and play this kind of soft power of the key factors, is organizing the first line of the service personnel.Have employee satisfaction will be customer satisfaction this concept, and a good internal service quality is the precondition of high quality e
3、xternal service quality, at the same time is also critical to the success of the organization. Therefore, how to let the employees within the organization get equal to treat external customer service, make such positive experience extends to the external customer, has become a hot topic of service o
4、rganizations. Internal service quality is the core of the internal marketing, Sasser and counted (1976) argue that the source of productive service industry is the employee, key success factor is to get the staff as a important customer, so the higher internal service quality of the intimate connect
5、ion with external customer service, managers guide and performance requirements for modern people, should not only focus on control mechanism and efficiency, and should be integrated into the elements of external customer satisfied; Should employees provide a friendly working environment and make it
6、 more devotion to work, motivate employees to work enthusiasm and ability, make not only substantial exchange relationship between employees and organization, but the pursuit of enterprises value enhancement and the coexistence of a sustainable business philosophy.Many studies have also pointed out
7、that when the employee organization received attention, they will be in the same way to treat customers, this means that, by positive attitude to promote employees work performance, can make the organization achieve the ultimate goal of retaining good staff and to make the customer satisfied. Based
8、on airlines in our country as the research object, this paper discusses the airlines flight attendant management department internal service quality and flight attendant job involvement and the relationship between the service*.Quality of service (ServiceQuality) refers to the service can meet the r
9、egulations and the sum of the potential demand characteristics and properties, is refers to the degree of service work to meet the demand of being server, is the enterprise to make the target customers and provide the minimum level of service but also keep the reservation service level degree of coh
10、erence. Services including the elements of the five aspects of quality, reliability, responsiveness, assurance, empathy, and tangibility. Reliability refers to the ability to reliably and accurately service commitments; Responsiveness refers to help customers and provide services quickly and efficie
11、ntly desire; Ensure that sex refers to the employees with the knowledge, etiquette, and express from letters and credible ability; Empathising is to point to put themselves in the customer and pay special attention to customers; Tangibility is refers to the physical facilities, equipment, personnel
12、and communication materials. Customers from these five aspects to the desired service and compared the actual service, eventually form their judgment of the quality of service, gap between expectation and perception is a measure of the quality of service.As followers of other domestic service indust
13、ry, the aviation industry in recent years for its differences with the competitors, all in the pursuit of the first line flight attendants development outside the service behavior of the part, is strongly advocate the customer oriented service, but whether to ignore the first line resources and pers
14、onnel authorized full, logistics process design is reasonable, and cooperate with the other personnels mentality whether can satisfy the internal customers (crew), visible, management and support staff are still unable to completely get rid of the inherent thinking of selfish departmentalism, curing
15、 organization boundary, make it from the inside out, from top to bottom of the partnership, and the overall concept of internal marketing, due to a lack of consistent concept in the management and logistics staff and become a mere formality.In fact, when employees for internal service quality not sa
16、tisfied, will reduce their loyalty to the organization, its productivity and job involvement, and affect the external customer satisfaction and profit. When employees for the organization internal service quality has a high degree of evaluation, the higher its service will, are more likely to agree with work, for the performance of the service delivery process, the initiative to participate in the activities of the organizations centripetal force is relativel
