碩士 / 國立中正大學 / 企業管理研究所 / 102 / Due to globalization, the navigation between Taiwan and China, visa-free countries to increase year by year, as well as two Taiwan’s major domestic airlines have joined airline alliance, so that the number of global passengers increased year by year. Cabin service is different from the traditional service industry, flight attendants provide services during limited flight time in enclosed space, and service qualities are related to customer satisfactions.
Skytrax is a Airline Rating system, which unified airline quality rating classification. Two Taiwan’s major domestic airlines got 4 stars, therefore it’s necessary to study 5 stars airplane companies.
This study used qualitative research; the 7 samples were serving on business class from All Nippon Airways, Qatar Airways, Cathay Pacific Airways, Z Air.
The impact factors of cabin service showed that
1. Management system: cabin crew nationality and background, training and promotion system, the enterprise system, cabin working culture.
2. Service attitude and actions: Passengers features, service processes, service characteristics.
3. Cabin environment: Cleanliness, cabin hardware.
| Identifer | oai:union.ndltd.org:TW/102CCU00121058 |
| Date | January 2014 |
| Creators | Chen,Shu-Man, 陳書曼 |
| Contributors | Zeng, Guang-Hua, 曾光華 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 63 |
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