碩士 / 銘傳大學 / 管理學院高階經理碩士學程 / 100 / This study used 4 cabin irregualarity events as tools to clarify types of cabin chaos and conclude major pricipals for cabin manager to consider, how to solve crew and passenger needs, company stand operation via client demands, while facing crisis.
This research''s purpose is to analyzing proper methods for cabin manager sharing when he or she were forced to making decisions upon service quality and stand operation procedure without assistance. the efforts are: (1)Developing appropriate solutions for cabin manager to catch the core points and priorities once crisis happened, though cases, they can enlarge both working experiments and aknowledgements. (2)Catching the core points and priority steps, alerting conflictions between service and demand, evaluating whole operation team shortage and improvements. (3)Building the sequence and elements among proper decisions making by systemic edition to reach the balance of service quality and standing procedure.
Through the 9 in-line experimental interviewer, we classified: (1)Safty is the most important thing when cabin manager evaluating service quality (2) Professionalism is the only basis to lean on during chaos excluding sex and senurity (3)Through systemic discussions to find out the most properly solutions on cabin irregular events (4)Priorities of chaos elements to evaluating when cabin manager making decisions. This research also provide suggestions for air-lines to develope crisis handling ability on cabin manager: (1)Periodic in-line case''s study and discussions to upgrade cabin manager training (2)Building up systemically cases files with fluently types of crisis for counseling (3)Providing fully sources and support on servicing front-line employee.
| Identifer | oai:union.ndltd.org:TW/100MCU05627019 |
| Date | January 2012 |
| Creators | I-Yung Wang, 王怡筠 |
| Contributors | Tung-Hsuan Wan, 萬同軒 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 116 |
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