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1、Analysisofairlineservicecomplaintsmanagement[Abstract]airlineairlineconsumercomplaintsisadirectreflectionofdissatisfactionwiththequalityofservice.Causedmanyaspectsofairlineservicecomplaintsnegativeimpactofcomplaintsmanagementistheefficientserviceairlineser
2、vicecomplaintsreflectedapositiveresponse,butalsotheairlinesimprovetheoverallqualityofservicecomponentsbasedonAirChinafrom2006to2010thebasicdatatransportservices,complaints,reviewcomplaintsontheservicemanagementliteratureathomeandabroadonthebasisoftheairlin
3、eintroduceourbasicstatusofthecurrentcomplaints,analysisofthecurrentChinaAirlinescomplaintsmanagementserviceinthemainproblems,andfinallyproposestoimprovethemanagementofChina’sairlinecomplaintsbasicrecommendations.[Keywords]airlinetransportcomplaintsmanageme
4、ntNow,therapiddevelopmentofChina’sair23transport,airtransportmarketisextremelycompetitive,butChina’sairlinesfacedwithothertransportenterprisesfromdomesticandforeignchallenges.Howtoimprovetheirqualityofservice,passengerswillbeabletowintheloyalty,whichisplac
5、edinfrontofourairline’sanimportantissue,whileanairlinepassengerontheairline’scomplaintisthequalityofservicelevelsdirectlyreflecthowgoodservicecomplaintsmanagement,therebywinthetrustofpassengers,whichisthekeytotheairlinetowinthemarket.Abasicliteraturereview
6、servicecomplaintsCustomercomplaintbehaviorresearchbeganinthe1970s,andthefirstoriginatinginforeigncountries.Priortothis,companiesbegantofocusoncustomersatisfactionandcustomerloyalty,repeatpurchasebecauseofloyalcustomerstobringalotofbusinessprofits,retainThe
7、ycostmorethanthecostofattractingnewcustomersislow.researchoncustomercomplaintsstartedtobecomeconcernedabouttheacademicandbusinesscommunityisanimportantissue.Dayin1984,thecomplaintisdefinedasbehaviorthatresultsfromfeelingsatisfied,notsatisfiedwiththisfeelin
8、gs,23complaintsontheconductcomplaintsarenottrue,butonlya‘game’behavioror‘negotiations’meanstheInternationalOrganizationforStandardizationthatthecomplaintisduetoproductqualityorcomplainthandlingitself,didnotme
