A Study of the Cabin Leadership to influencethe Service an Emotion-In the case ofCHINA AIRLINES

• Main Authors: Jye- Cherng Lao, 勞捷成
• Other Authors: WU-CHUNG WU
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/85787h

碩士 === 銘傳大學 === 觀光研究所碩士在職專班 === 96 === In recent years, more and more businesses use their experience of management to prove that the psychology behind customer service is more important than the actual value of the product. The more objective a product, the easier it is to lable it by numerical value. One theother hand, the mood psychology in service and the value in service is more difficult. Owing to serve quality or image impression might influence by each individual, you have to contact your customer personally to confirm the result. That is why you have to stand in forefront all the time. The lead administrator have the responsibity to offer better service, not only to have the intelligence to encourage the working mood, but also the manage skill infacing emergency, it is an important challenge to administrator who stand in forefront face to face the customer. Clearly, the way and role of the management has been changed significantly after 22 years devoted into Aviation industry, and nearly 10 years in a management position. Regardless of the management style, the interaction between the leader and his team plays a very important role for success. Thus, as a purser, the most important responsibilities are to maintain the service quality as well as the cabin safety. It also serves as a key for teamwork and service efficiency. The scope of this research is mainly focused on the in-flight service through the interview of the flight crew. Furthermore, this study also discusses the relationship between the cabin management and the quality of this service. Due to the characteristic and stress level of the job, this research is intended to study the 2 major areas which are leadership style and emotional control. The conclusions were gathered and summarized through the interviewing of 4 pursers, 12 flight attendants and 3 administration managers as follows: 1. Different styles of leadership and emotional control will definitely affect the flight attendant’s performance. In other words, the way of leadership will directly influence personal behavior, which causes direct impact on the working performance 2. The gender and seniority also considers as an important factor which will definitely cause working performance to change as a whole.