With the EEOC requiring empirical criterion-related validity for selection procedures, predictor variables of physical characteristics, biographical data, and personality traits were related to both on-the-job performance and training performance. In the correlational analysis of the variables, a total of 455 flight attendants from a single airline were used, with half of the subjects serving as a cross-validation sample. The results showed slight relationships between biographical data and physical characteristics to training performance but no relationship between any predictor variable and job performance. The impact of race being a significant predictor of training performance was reviewed. The lack of practical information was discussed, and implications made for future research to include proper design and reliability of screening procedures before attempting criterion-related validation.

Please read the abstract in the section 00front of this document / Dissertation (MA (Research Psychology))--University of Pretoria, 2005. / Psychology / unrestricted

Thesis (M.A.)--Northern Kentucky University, 2008. / Made available through ProQuest. Publication number: AAT 1457773. ProQuest document ID: 1619618981. Includes bibliographical references (p. 47-50)

It is importance that business organisations focus on providing the best service to their customers. The survival of the organisation depends ultimately on the service provided. This study explores the elements which affect the provision of service excellence to passengers by flight attendants at South African Airways. The study is adequately supported by a proper and detailed literature study which, in turn is founded on an empirical study on the relevant topic. A field study was conducted on the various stakeholders of the supply chain pertaining to in-flight catering to determine what specific viewpoints, suggestions and limitations there were, with regard to existing packaging, catering utensils and galley equipment used by flight attendants personal service on board the aircraft. Alternatives were considered that could result in the improvement of service provided by flight attendants. The literature review within the scope and limitations of the study therefore concentrated on the specific nature and impact that packaging, catering utensils and galley equipment have on the quality service which flight attendants provide to passengers. The study included a detailed investigation into this part of the supply chain. The reality is that flight attendants are the front-line employees not only for the airline they are employed at, but also for all the stakeholders involved in the supply chain of in-flight catering. By not supporting them and providing them with the right tools to execute their duties affects more than one stakeholder in the supply chain. The empirical part of the study was conducted by interviewing flight attendants employed at South African Airways. The objective was to determine the impact that current packaging, catering utensils and equipment had on the execution of service by the flight attendants. A further survey was conducted to determine passenger perception towards packaging, catering utensils and galley equipment. The research findings clearly indicate the problems passengers and flight attendants are experiencing. The findings indicate the impact of passengers and flight attendants and makes suggests (makes recommendations) improvements to reach the objectives of improved service delivery. / Dissertation (MCom (Business Management))--University of Pretoria, 2008. / Business Management / unrestricted

Thesis (Ph. D.)--University of Texas at Austin, 2007. / Vita. Includes bibliographical references.

published_or_final_version / Business Administration / Master / Master of Business Administration

Thesis (M.S.)--Oregon State University, 2009. / Printout. Includes bibliographical references (leaves 114-119). Also available on the World Wide Web.

This research implemented a multiple case study design to investigate the effects of aesthetic and emotional labor in the premium airline context of Emirates, in comparison to the low-cost airline context of easyJet. This was achieved through the conduct of interviews with flight attendants from each airline as they are the frontline employees who are mostly concerned with the implementation of these standards. Even before the recruitment process employees are introduced to the requirements of aesthetic and emotional labor as airlines aim to find those who will best ‘fit’ their organizational culture, and that through training they will be even more equipped to represent the company during their interactions with customers. Thus, flight attendants are regarded as a strategic resource that contributes to the competitive advantage and organizational performance of airlines. Taking into consideration that aesthetic and emotional labor standards define the very nature of flight attendants’ job and that their performance determines the organization’s performance, the potential effects on their performance cannot be disregarded. The main themes that were yielded through the thematic analysis of the empirical findings were found to be parallel to some of the performance factors in Herzberg’s two-factor theory of motivation, while aesthetic and emotional labor were located as components within identified themes. Thus, this provided us with a general theoretical framework that allowed us to further discuss our findings in connection to relevant theory. Results showed that the different operational business models as well as the different cultures of each airline mostly contributed to the differences that were found in regard to the implementation of standards between the two contexts. Aesthetic labor standards were found to have a stronger effect on employees’ performance in the case of Emirates due to the fact their supervision was stricter. In both cases, aesthetic labor standards were not found to have an effect on employees' performance when it comes to their interaction with customers. While easyJet was found to receive a more diverse training when it comes to interaction with customers, in both cases emotional labor standards were found to have an overall positive link to employees’ performance not only when it comes to interaction with customers but also when it comes to dealing with co-workers, managers and the demands of the job in general. However, the aspect of personality was found to be a moderating factor influencing employees’ understanding and following of standards. It should be noted that the results of this research cannot be generalized. Further investigation across different contexts and airlines is suggested so as to conclude whether the results are representative of a specific context.

Объект исследования – профессиональный стресс у бортпроводников и агентов по организации обслуживания пассажирских авиаперевозок, предмет исследования – синдром профессионального стресса у бортпроводников и агентов по организации обслуживания пассажирских авиаперевозок. Магистерская диссертация состоит из введения, двух глав, заключения, списка литературы (81 источник) и приложения, включающего в себя бланки применявшихся методик. Объем магистерской диссертации 118 страница, на которых размещены 11 рисунков и 22 таблицы. Во введении раскрывается актуальность проблемы исследования, разработанность проблематики, ставятся цель и задачи исследования, определяются объект и предмет исследования, формулируются основная и дополнительные гипотезы, указываются методы и эмпирическая база, а также этапы проведения исследования, теоретическая и практическая значимость работы. Первая глава включает в себя обзор теоретических представлений о профессиональном стрессе, эмоциональном выгорании и совладающем поведении в исследованиях отечественных и зарубежных авторов. Представлены разделы, посвященные исследованию показателей профессионального стресса, эмоционального выгорания, копинг стратегий и их взаимосвязей специалистов, обслуживающих пассажиров авиакомпаний. Выводы по первой главе представляют собой итоги по изучению теоретического материала. Вторая глава посвящена эмпирической части исследования. В ней представлено описание организации и методов проведенного исследования и результатов, полученных по всем использованным методикам: системы «Интегральная диагностика и коррекция профессионального стресса» А. Б. Леоновой (ИДИКС), опросника «Профессиональное (эмоциональное) выгорание» MBI К. Маслач адаптированный Н. Е. Водопьяновой, опросника «Стратегии преодоления стрессовых ситуаций» (Strategic Approach to Coping Scale, SACS) С. Хобфолла. Также в главе представлен сравнительны и корреляционный анализ результатов исследования. Выводы по главе 2 включают в себя основные результаты эмпирического исследования. В заключении в обобщенном виде изложены результаты теоретической и эмпирической частей работы, а также выводы по выдвинутым гипотезам, обоснована практическая значимость исследования. / The object of the study is professional stress among flight attendants and agents for the organization of passenger air transportation services, the subject of the study is the syndrome of professional stress among flight attendants and agents for the organization of passenger air transportation services. The master's thesis consists of an introduction, two chapters, a conclusion, a list of references (81 sources) and an appendix, which includes forms of the methods used. The volume of the master's thesis is 118 pages, which contain 11 figures and 22 tables. The introduction reveals the relevance of the research problem, the elaboration of the problem, sets the purpose and objectives of the study, defines the object and subject of the study, formulates the main and additional hypotheses, indicates the methods and empirical base, as well as the stages of research, the theoretical and practical significance of the work. The first chapter includes an overview of the theoretical concepts of occupational stress, emotional burnout and coping behavior in the research of domestic and foreign authors. The sections devoted to the study of indicators of professional stress, emotional burnout, coping strategies and their interrelationships of specialists serving airline passengers are presented. The conclusions of the first chapter represent the results of the study of theoretical material. 1. The second chapter is devoted to the empirical part of the study. It describes the organization and methods of the conducted research and the results obtained using all the methods used: the system "Integrated diagnosis and correction of occupational stress" by A. B. Leonova (IDIKS), the questionnaire "Professional (emotional) burnout" by MBI K. Maslach adapted by N. E. Vodopyanova, the questionnaire "Strategies for overcoming stressful situations" (Strategic Approach to Coping Scale, SACS) by S. Hobfall. The chapter also presents a comparative and correlation analysis of the research results. The chapter also presents a comparative and correlation analysis of the research results. The conclusions of Chapter 2 include the main results of an empirical study. In conclusion, the results of the theoretical and empirical parts of the work are summarized, as well as conclusions on the hypotheses put forward, the practical significance of the study is substantiated and possible prospects for further development of this issue are described.

Li Shuk-wan. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 196-203). / Abstracts in English and Chinese. / ABSTRACT --- p.I / 摘要 --- p.II / ACKNOWLEDGEMENTS --- p.III / Chapter CHAPTER 1. --- INTRODUCTION --- p.1 / Statement of Goals --- p.1 / The Feminization of The Occupation --- p.4 / Setting： The Development of Gender Rights in Hong Kong --- p.10 / Literature Review --- p.11 / Methodology --- p.20 / Field Observation --- p.23 / About Skyhawk Air --- p.24 / Questionnaires with the General Public --- p.25 / Media Data --- p.25 / Field and Thesis Languages --- p.26 / Ethical Issues --- p.26 / Outline of Thesis --- p.27 / Chapter CHAPTER 2. --- "NEGOTIATING ""HUNGJE"" STEREOTYPES IN PUBLIC DISCOURSE" --- p.30 / "Discourse, Ideologies, and the Normalized Public" --- p.30 / Images of Hungje in the Media： The Public/Private Dichotomy --- p.33 / Kind and Caring Mothers --- p.35 / Friendly Neighbors --- p.37 / Agents of Smile --- p.38 / Beauty Icon --- p.41 / Sex Icon --- p.44 / Stereotypical Images of Hungje in Public Discourse --- p.47 / FAs' Responses to Stereotypical Images in Public Discourse --- p.49 / """Hungje and the Public/Private Dichotomy" --- p.50 / """I am a Flight Attendant"" and ""I Work in the Airline Industry """ --- p.52 / Chapter CHAPTER 3. --- RECRUITING THE RELEVANT BODY --- p.62 / Experiences of Recruitment --- p.62 / """To See and To Be Seen""" --- p.66 / Phoenix Air Recruitment --- p.68 / The Face --- p.68 / "A ""“Pro ´ح Dress Code" --- p.70 / The Arm-Reach --- p.71 / "The ""Official"" FA Image" --- p.72 / Tiger Air Recruitment --- p.73 / The Arm-Reach --- p.73 / The Standing Posture --- p.73 / The FA Image --- p.74 / The Sitting Posture --- p.75 / "The ""Official"" FA Image" --- p.76 / The Skin --- p.77 / The Hairstyle --- p.78 / Body Gestures --- p.79 / Pre-Employment Briefing --- p.81 / Conclusion --- p.82 / Chapter CHAPTER 4. --- CREATING AN APPROPRIATE MARKETABLE IMAGE --- p.84 / The Training Course --- p.85 / Image Management at Work --- p.87 / Behavioral Management --- p.88 / Emotional Management --- p.91 / "Teaching the Essence of ""“Heart""" --- p.92 / Quality Control on Workers' Smiles --- p.95 / Smile War: Keeping Smiles in Difficult Times --- p.97 / Body Image Management --- p.103 / Practicing Sexually-Dichotomized Gender Images --- p.104 / Interacting with the Make-up and Dress Codes --- p.111 / Chapter CHAPTER 5. --- BODY IN SERVICE: INTERACTING WITH CO-WORKERS --- p.123 / Ethnography of FAs' Work Life --- p.123 / Going to Work and Meeting the Public --- p.124 / Pre-Flight Work --- p.126 / Pseudo-Kin System --- p.127 / Pre-Flight Briefing --- p.129 / Leaving for the Ramp and Ground Preparation --- p.130 / Welcome On Board --- p.131 / Rush Hours --- p.132 / Body Contact in the Galley --- p.132 / Other In-Flight Work and FAs' Rest Time --- p.133 / Landing --- p.134 / Interacting with Co-workers --- p.134 / Expected Gender Roles --- p.135 / Embodying the Socialized Gender Responsibilities --- p.144 / Chapter CHAPTER 6. --- EMBODYING GENDER AND ETHNICITY: INTERACTING WITH PASSENGERS --- p.149 / Teaching the Relationship with Passengers --- p.149 / Maintaining a Physical Distance from Passengers --- p.151 / In-Flight Violence --- p.153 / Sexual Harassment --- p.159 / Verbal Harassment --- p.160 / Optical Harassment --- p.160 / Physical Harassment --- p.161 / In-Flight Courtship --- p.164 / Chapter CHAPTER 7. --- CONCLUSION --- p.172 / between work and family： individuality vs. motherhood --- p.176 / "Changing Attitude Towards The Conventional ""“Mother"" Role " --- p.180 / "The ""Traditional"" Gender Concepts " --- p.182 / "Gender Politics Between ""Traditional"" and ""New"" Concepts " --- p.186 / The Future of Gender Relations in Hong Kong --- p.189 / APPENDIX 1. INTERVIEW PROTOCOL FOR FLIGHT ATTENDANTS --- p.191 / APPENDIX 2. QUESTIONNAIRE FOR THE HONG KONG CHINESE PUBLIC --- p.194 / APPENDIX 3. QUESTIONNAIRE FOR THE HONG KONG CHINESE PUBLIC (ENGLISH TRANSLATION) --- p.195 / REFERENCE CITED --- p.196