In 2007, China Airline held its flight attendance recruitment with 135 openings, being applied by a total of 6000 applicants, accounting for 2 percent of the acceptance. (China Airlines, 2007) Due to the global financial turmoil, China Airlines has frozen personnel employ in 2008. With the economic recovery in 2009, Taiwan and China has expanded their flight connections by implementing direct cross-strait scheduled flights and opening up new flight corridors.
In May 2010, China Airlines recruit native flight crew again. Of the 5,338 people who registered online, only 92 will be recruited. The acceptance rate is lower than 2 %. (China Airlines, 2010) The statistics indicates that the flight attendance is still one of the most coveted jobs for young people. According to the perception of social stratification, the flight attendance is deemed to a mid or high level occupation, featured high salary, more day-off, opportunities to travel around the world and a well-establish welfare system, which make it a dream job. The elegant manner and poised service performed by the attendance are the direct advertisement for airlines; thus, they are, in other words, the soldiers in the frontline to the company. However, the pressure and problems from work hidden under the beautiful suits are overlooked. (§Eºü¼w¡A2004)
Airline companies always face fierce competition, especially in Asia, where customer service is highly valued. Inflight service is widely different from other service industries. Starting from the moment of closing the boarding gate, flight attendances have to quickly build up the teamwork and meet the needs of passengers with limited resources and time by using their professional knowledge. Their working pressure goes without saying. Therefore, the chief purser plays a critical role in the team, whose leadership will intensely influence the outcome of inflight service and team coordination. A professional chief purser ought to equip with strong management ability of immediate response and reaction.
The purpose of this project is study how the leadership style of a chief purser would moderate the job pressure flight attendances may face during work, and further enhance the satisfaction of inflight service and in the long run, to attract more customers and increase customer returning rate.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0720110-123040 |
| Date | 20 July 2010 |
| Creators | Yau, Yu |
| Contributors | I-heng Chen, Jen-jsung Huang, Chin-king Jen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720110-123040 |
| Rights | not_available, Copyright information available at source archive |
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