飞航班不是演苦情戏

Core Viewpoint - The article emphasizes the importance of adhering to Standard Operating Procedures (SOP) in the airline industry to ensure consistent and fair service delivery, rather than relying on subjective interpretations of service quality [13][18][25]. Group 1: Service Quality Perception - Service quality in the airline industry is highly subjective, with passengers' experiences varying widely based on personal expectations and interactions [2][3]. - The perception of service can be influenced by the behavior of flight attendants, where some may strictly follow SOPs while others may attempt to provide overly personalized service, leading to mixed results [6][7]. Group 2: Importance of SOP - SOPs are designed to ensure fairness, safety, and order within the airline service framework, outlining what must be done, what is optional, and what should not be exceeded [13][14]. - Airlines should uniformly apply SOPs to avoid confusion among passengers regarding service standards, ensuring that all passengers receive the same level of service based on their ticket class [15][16]. Group 3: Consequences of Deviating from SOP - Deviating from established procedures can lead to operational chaos and dissatisfaction among passengers, as seen in examples where flight attendants' attempts to provide extra care resulted in complaints [8][10][20]. - The article warns against the pitfalls of emotional decision-making in service delivery, which can create unrealistic expectations among passengers and lead to perceptions of unequal treatment [19][22][29]. Group 4: Professionalism in Service - True professionalism in the airline industry involves executing tasks within the framework of established rules, ensuring that passengers understand that their treatment is based on clear policies rather than individual whims [28][30]. - The article advocates for maintaining standards and clarity in service delivery to prevent future complications for airline staff and to uphold trust with passengers [24][26].