The Relationship Between Training and Service Attitude of Flight Attendants- -The Case Study of China Airlines

• Main Authors: Kang,Li-Mei, 康立美
• Other Authors: Gong, Shang-Chi
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/38914445407932245236

碩士 === 輔仁大學 === 科技管理學程碩士在職專班 === 101 === This is a study of flight attendants job that associates with job attitudes. High intense competitions among aviation industry, especially Asia requests high level of services in the air，since this is a tough business in the aviation industry, each Asian airliners have invested in huge amount of resources that include modern hardware and professional world class services to earn passengers’ recognition and trust. Today’s passengers request high demand professional services in all respects, even invest in huge amount of money in state of the art hardware equipment that can satisfy passengers’ need, however at another token the front line flight attendants are the most frequent contact persons with the passengers at all time, the in-flight services that provide to passenger not only will affect the airliner as a whole in impression but also will affect the quality of services as the most important factors. Therefore, the relevant literatures of the fundamental on job trainings is a must, and it is a guaranty to be the winner in the of the aviation industry. This is a study based on the actual surveyed data from the class of October and November of 2012, China Airlines new promoted flight attendants on job training for business cabin, and also completed entire four sessions of high level services training. The study also contains actual data from the business class passengers surveyed base on flight attendants from the periods of October 2012 to March 2013. Analyzing from two separate surveyed data, comparing cross preference and summed up the final conclusion. The study showed that the on-job training’s materials and contents planning can be interested learning subjects that can directly affect and also apply in the business cabin. It is the most important impact on in-flight service attitude. Furthermore, the on-job training can be direct impact on flight attendants’ service performances and improvements in the cabin that include overall service satisfactions,dresses and appearances,friendlier services and efficiency of services.