An Empirical Study on Customer Service Demand in Civil Aviation Industry: An Analysis to Guangzhou Hub of China Southern

摘要：

　　This empirical study select China Southern Airline at Guangzhou International Airport as the case to explore the demand of departure passengers.In this study, passengers behavior is collected by the method of questionnaire survey, and we found that all most of the passengers have the intention of circumventing the time-cost at the process of ground services.And we also take the premium service in lounge of China Southern at Guangzhou, and analysis the factors influencing the passengers experience and the weight of each factor.

关键词： Guangzhou hub Ground service Service demand Empirical

作者: LI Jun GAO Jian

作者单位: China Southern Airlines Company Co., Ltd., Guangzhou, P.R.China, 510470

会议类型: 国际会议

会议名称: 2014 International Symposium -International Marketing Science and Information Technology(2014国际市场营销科学与信息技术大会)

会议地点: 北京

会议语种:英文

页码: 219-225

在线出版日期: 2014-06-28（万方平台首次上网日期，不代表论文的发表时间）