碩士 / 輔仁大學 / 餐旅管理學系碩士在職專班 / 103 / In the next decade, the tourism industry will have the largest employment volume with highest output value. The industry contains a wide range of income, and the airline industry being the most prominent industry associated；In the year 2012, from the statistic information on total number of global tourism, the airline industry is accountable for 52% of the global total. It has proved that the tourism industry and airline industry has synchronous development trends. Aviation industry being a highly competitive industry, with airlines adopting similar sales tactics and strategies, hence the airlines need to differentiate themselves through an increase in service quality. It is clear that the services provided in flight is significanlyly relates to cabin crew’s job performance.
There are variety of factors affecting the service quality provided by a cabin crew. Previously strudies in hospitality business has revieled that the servicescape of the unit has essential influences on the immotional states of consumers and employees as well, and furher to their behaviors. However, no research being conducted regarding the relation between physical setting of cabin and crew’s performance, while in fact that cabin crews are working in a different and special environmental settings as compared with other hospitality business. Therefore, this study endeavored in researching the relationship between aircraft cabin environment perception、emotional labor and job performance of a cabin crew.
Three hundred and ninety there valid questionnaires has been reclaimed. The results found that significant relationships among cabin crew’s perception of environment, emotional labor and job performance were signifcanly related. Cabin crews perceived differently at different aircraft cabin design and environmental settings, which affected their emotional labor and job performance. The emotional labor on the cabin crew have played an immediate role on their perception of cabin environment and job performance. It is also found that cabin crews with different backgrounds performed differently between their perception of cabin environment, emotional labor and job performance. Managerial implimentions were suggested to the airline industy. With proper design and arrangement of flight cabin, it can create a sound and comfortable environment for cabin crews to increase positive emotions, and further enhance their job performance.
| Identifer | oai:union.ndltd.org:TW/103FJU01720004 |
| Date | January 2015 |
| Creators | Huang, Shih-Yun, 黃詩筠 |
| Contributors | Lin, Si-Shyun, 林希軒 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 92 |
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