空中服務品質要去除me-too的觀念

Why Airline Suffer me-too Service

10.29999/QM.200704.0014

劉典嚴(Dian-Yan Liou)

品質月刊

43卷4期（2007 / 04 / 01）

56 - 58

繁體中文

It's really important to understand that bad airline service is more of an overall attitude than one specific incident. Cabins were well-appointed if not luxurious, meals were served on all but the shortest routes, the food was anywhere from passable to outstanding, and (most important) the better airlines knew how to give the type of attentive care only major overseas carriers such as Singapore, Thai and Cathay Pacific still provide. It would be grossly oversimplified and wrong to assume that all airline pilots, flight attendants and agents (etc.) loved their jobs and were good at giving attentive service. But high-quality, attentive service was the model if not the norm. Generally, working for an airline had panache and style, some glamour and a lot of action, and for people who loved.