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.

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

This project analyzes the sexual and gender politics of flight attendants, especially the men who did this work, since the 1930s. It traces how and why the flight attendant corps became the nearly exclusive domain of white women by the 1950s, then considers the various legal battles under the 1964 Civil Rights Act to re-integrate men into the workforce, open up greater opportunities for African-Americans, and liberate women from onerous age and marriage restrictions that cut short their careers. While other scholars have emphasized flight attendants' contributions in battling sexism in the courts, this project is unique in expanding such consideration to homosexuality. Male flight attendants' status as gender pariahs in the workforce (as men performing "women's work")--combined with the fact that many of them were gay--made them objects of "homosexual panic" in the 1950s, both in legal proceedings and in various forms of extra-legal intimidation. A decade later, aspirant flight attendants were participants in some of the first cases brought by men under Title VII of the Civil Rights Act. Their victories in the courts greatly benefited the gay community, among others, which thereby enjoyed greater freedom to enter a highly visible, public-relationsoriented corporate career. As such, my project helps to recast the legal legacy of the civil rights movement as a three-pronged reform, confronting homophobia as well as racism and sexism. Beyond legal considerations, Manhood Up in the Air also examines how both labor unions and the airlines negotiated a legal environment and public sentiment that largely condoned firing homosexuals, while nonetheless accommodating gay employees. This form of accommodation existed in the 1950s, though much more precariously than in the post-Stonewall decade of the 1970s. Thus, the project records the pre-history to the current reality, in which both corporations (with airlines at the forefront) and labor unions have become core supporters of the contemporary gay rights movement. / text