碩士 / 銘傳大學 / 觀光研究所碩士在職專班 / 96 / The tangible and intangible products provided by airlines include the flight paths, timetables, ground services, in-flight services etc. The in-flight services have different environmental attribute with respect to those of common service sector. The main topic of this study is the core competency of the purser worked in the cabin at 30,000 feet high, in order to raise the competition strength upon facing the other people. The China Airline is taken as an example.
This study interviews current executives with purser-experiences in each department of organization. 350 questionnaires were sent to the pursers and assistant pursers in the In-flight Division of China Airline. 130 questionnaires were recovered and they were analyzed statistically by Frequency Analysis, Analysis of Means, Independent-Sample t Test, and One-way ANOVA etc.
The conclusions of study:
1.Due to the influence of the features of air service sector, the core competency of the purser is different from those of basic level executives of common service sector.
2.The interviewees consider that the mood control ability is the most important threshold competency of the pursers.
3.As for the importance of “the ability of observing” in threshold competency, the male and female interviewees have significant difference.
4.As for the importance of “the mood control ability”, “the ability of observing discipline”, “the ability to initiate”, and “the ability of time management” in threshold competency, “the emergency control ability” in the functional competency, “the risk prevention ability”, “the administration ability” in the managerial competency, the interviewees with different working years have significant difference.
| Identifer | oai:union.ndltd.org:TW/096MCU05571035 |
| Date | January 2008 |
| Creators | Shu-Fen Chou, 周淑芬 |
| Contributors | Wu-Chung, Wu Ph.D., 吳武忠 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 140 |
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