Study On Cabin's Service Innovation Based On The Four Dimensional Model

This paper,taking M airlines as an example,studies cabin service from four dimensions,namely new concept,new passenger interface,new transmit system and new technology based on the theoretical framework of Four-dimensional Service Innovation Model.First of all,the paper aims to find out the current situation of the cabin service relating to service concept,passenger interface,service transmit system and service equipment of M airlines by interviewing the relevant parties and puts forward an innovative scheme of cabin service.Secondly,a questionnaire was designed and sent to M airlines customers,the first-line staff and managers of the cabin service to investigate the feasibility of the service innovation practices and to identify the key dimension among the four above-mentioned dimensions on which the scheme of cabin service innovation is based.Through descriptive analysis,correlation analysis and analysis of scale data,the conclusion is drawn as follows: New service concept generated by passenger demand is recognized by passengers and employees according to the four-dimensional model of service innovation.Passengers pay more attention to and are more sensitive to the new service concept generated by time value and hope that the added value brought by space displacement is more entertaining,personalized,humanized and flexible.The concept innovation of domestic airline cabin service should be based on these basic needs.New passenger interface enhances the leading role of passengers in the service process,realizes passenger autonomy in some services.It also pays attention to the process of communication and contact between service personnel and passengers in the cabin service,which is recognized by passengers and employees.Internal operation management mechanism of new transmit system includes the training of new service concept among the internal personnel of each department,the updating of review standards and other methods,which is affirmed by staff and passengers.The application of 5G communication technology in the cabin will further improve the performance of the other innovative practices and has a positive effect on the feasibility of the whole scheme.Therefore,the innovative scheme of cabins service is aimed to formulate the corresponding solution for the actual problems encountered in the actual cabin services,which will improve the cabin service quality of M airlines and strengthen the overall level of ground service.The innovative scheme of M airlines cabin service has been recognized from the perspective of passengers as well as the perspective of cabin service personnel and managers.This innovative practice model of integrated development can become a new power of cabin service in the new era.Finally,this paper optimizes the four-dimensional service innovation model based on the actual production characteristics of airlines and the needs of production and management in each link.It abides by the characteristics of airlines and applies to the actual operation of domestic airlines,providing a theoretical basis and practical scheme reference for cabin service innovation of domestic airlines.