The Construction of a Core Competency Scale of Flight Attendant : Take an Example of an Airline

• Main Authors: Chou, Wen-Chin, 周文津
• Other Authors: Wu, Bing-Eng
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/03077298875346273257

碩士 === 輔仁大學 === 管理學研究所 === 92 === During recent years, competition becomes more and more stronger. Within the highly competitive environment, enterprise can just gain lean margin profit without competitive advantages, more than worse, will be eliminated from market by competitors. Therefore, the only way to survive is to make good strategies and build up core competencies to fit the company’s need. The purpose of this research is to construct a core competency scale which can suit the company’s strategic demands. By way of literature study, material collection, and reorganization, making an introduction to strategy evolution. Moreover, explain the significance of organization core competence and personnel core competency from resources-based strategy viewpoint. As a result discuss the connections among strategy, core competence, and core competency. This research selects a specific airline’s flight attendants as the research object. First, according to the literature discussion, embarks by the airline’s strategy, confirmed this airline’s core competences. Second, take the core competences as the instruction, matches the duty demands, establishes the flight attendants’ core competencies. Finally, by these core competencies, constructs the core competency scale with validity and reliability. The findings show that the flight attendants’ core competencies are "team cooperation ability", "problem solving ability", "organization loyalty", "customer service oriented ability", "emotion management ability", and "task related knowledge and skills" and so on six items. By way of the criterion-related validity analysis, all core competencies relate to self-assessed performance appraisal in obvious standard. Again through the regression analysis discovered in addition, gender and the seniority of flight attendant in the company has reveals correlated to self-assessed performance appraisal.