北京工业职业技术学院学报

为增强乘客的体验感和舒适感，从最能体现航空公司服务质量的客舱服务入手，对客舱服务现状进行了分析，归纳出客舱乘务员主动服务意识薄弱、业务技能模式化、服务链信息不通畅等问题。在此基础上，从乘务员的角度提出增强主动服务意识、追求个性化服务、加强沟通换位体验等有针对性的具体措施来提升民航客舱服务质量。

In order to enhance passengers' experience and comfort, starting from the cabin service which can best reflect the service quality of airlines, the status quo of cabin service is analyzed, and the problems such as the weak consciousness of active service of cabin crew, the business skill model, and the patency of service chain information are summarized. On this basis, from the perspective of flight attendants, specific measures are proposed to enhance the quality of civil aviation cabin service, such as strengthening the awareness of active service, pursuing personalized service and strengthening the experience of communication and transposition.