| The JH Airport has become an important tourist regional airport because it locates in the internationally renowned Jiuzhaigou-Huanglong Scenic Area. It lies in the western plateau of Sichuan, which is the alpine region with cold climate, very complex geographical environment and climatic conditions. Accompanied by the construction of Lanzhou-Chengdu railway and Chengdu-Jiuzhaigou super highway, the JH Airport will face a fierce competition. How to maintain the competitive advantage in the competition, we need to analyze the status quo of service of the airport, and make some suggestions to tackle the problem, which is of great significance in improving services and promoting innovation.This paper includes following five parts. Firstly, it puts forward ideas and content framework of the paper according to the related theory and background. Secondly, from the competitive environment faced by domestic and international airport, this paper starts a more comprehensive analysis in the environment faced by JH Airports. Thirdly, it analyzes status quo of services of JH Airports, which includes general overview, services facilities, operations management. Fourthly, based on putting forward to service improvement and innovation principles, it puts forward a series of measures and opinions from the "people-oriented","focusing on the moment, grasping the key","expanding the relationship marketing and internal marketing〠improving the marketing system","reflecting the charm of service by visible display","innovating service cultureã€enhancing the image of service","positive response to service failure and timely implementation in remedial ways","smoothing information channelsã€emphasis on the word of mouth". Finally, through the case study, it puts forward the context of service remedy program in large area flight delays of JH Airport. This paper has a certain practical guiding significance. |
