| 基于模糊综合评价法的航班延误服务补救质量评价研究 |
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| 引用本文： | 周海滨,张圣亮.基于模糊综合评价法的航班延误服务补救质量评价研究[J].科技管理研究,2010(17). |
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| 作者姓名： | 周海滨 张圣亮 |
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| 作者单位： | 1. 西南科技大学经济管理学院,四川绵阳,621010
2. 中国科学技术大学管理学院,安徽合肥,230052 |
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| 基金项目： | 国家自然科学基金项目"服务失误与补救实证研究" |
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| 摘 要： | 以民航业为例,通过建立评价指标,运用模糊综合评价法对如何评价服务补救质量进行了量化,并具体指出了各个指标对于航班延误服务补救质量的重要性程度,可以有效地指导航空公司提升航班延误后的服务补救质量,并为企业测评其服务补救质量提供借鉴和参考.
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| 关 键 词： | 航班延误 服务补救 模糊评价 |
Study on the Service Recovery Quality of Flight Delay by the Synthetic Fuzzy Evaluation |
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| ZHOU Haibin,ZHANG Shengliang.Study on the Service Recovery Quality of Flight Delay by the Synthetic Fuzzy Evaluation[J].Science and Technology Management Research,2010(17). |
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| Authors: | ZHOU Haibin ZHANG Shengliang |
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| Institution: | ZHOU Haibin1,ZHANG Shengliang2(1.College of Economics and Management,South West University of China,Mianyang 621010,Sichuan,2.College of Management,University of Science and Technology,Hefei 230052,Anhui) |
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| Abstract: | The service compensation for the delay of airline and the evaluation of the service are crucial for the development of cavil aviation.Using fuzzy evaluation,this article quantifies the evaluation of service compensation by analyzing those evaluation indexes.This article also discriminates the importance of those indexes.It can be used as a director for the improvement of service compensation for airline delay. |
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| Keywords: | flight delay service recovery fuzzy valuation |
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