《示范性高等院校精品规划教材:民航客舱服务实用英语辅导用书》以中国企业经营实践为背景，立足学术及应用前沿，验证了客户知识管理内在结构维度，构建了客户知识管理评价体系，通过企业客户响应能力的中介作用，构建模型并阐述了客户知识管理对企业绩效影响的作用机制，以此为企业在经营管理实践中进行客户知识管理提供决策借鉴。
Unit 1 Preflight Briefing
Unit 2 Preflight Check
Unit 3 Boarding & Greetings
Unit 4 Before Take-off Ⅰ
Unit 5 Before Take-off Ⅱ
Unit 6 Before Take-off Ⅲ
Unit 7 Passenger Comfort
Unit 8 Beverage Service
Unit 9 Meal Service Ⅰ
Unit 10 Meal Service Ⅱ
Unit 11 Entertainment Service
Unit 12 Duty-free Sales
Unit 13 First Aid
Unit 14 Safety & Emergency Ⅰ
Unit 15 Safety & Emergency Ⅱ
Unit 16 Delay
Unit 17 Diversion & Transfer
Unit 18 Turbulence
Unit 19 Enquiries Ⅰ
Unit 20 Enquiries Ⅱ
Unit 21 Pre-landing Check
Unit 22 After Landing
单元练习参考答案
