A study of Passengers’ Complaints on the International Airlines and How the Flight Attendants Cope with the Complaints

• Main Authors: Chang, Li-Ju, 張麗如
• Other Authors: Chang, Jui-Chi
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/56821071357779361004

碩士 === 靜宜大學 === 管理碩士在職專班 === 99 === Based on the special nature of international Airlines, service failure is usually found to be a subjective judgment by customers. If a study is merely based on quantitative research, its results might be lack of real meanings. Furthermore, service failure may happen during any service encounter between customers and flight attendants, only discussion from customers’ perspectives, but neglecting flight attendants’ view points, the conclusions reached will not completely reflect the true factors that have influenced on service failure, and the results might be subjective. This study examines the relationship between the reasons of Airlines passenger complains and the service failure of flight attendants. This study aims to understand the meanings and concepts of the service failure from existing literature reviews and the interviews with the flight attendants. This empirical study, aided with in-depth interviews with related experts, tends to construct a service failure model in the Airline industry. Based on expert questionnaires, it establishes hierarchy factors structure that explains the reasons of service failure in international Airlines. The weight of each factor was calculated to find out which key factor has more influence on service failure.