Analysis to the Service-profit Chain and the Industrial Charcteristic of Civil Aviation of China

The industrial characteristic of Civil Aviation of China leads to that customer loyalty makes a limited effect on the profitability of the aviation companies,and the internal service quality is the key-link among the service-profit chain of Civil Aviation Industry Of China.Both the strategic inversion of the key-link and the inferiority of the internal service quality are the essential causes which lead to the failure of the service-profit chain of CAIOC.