碩士 / 銘傳大學 / 觀光事業學系碩士在職專班 / 105 / In the face of increasing competition, there have been major changes to the way an airline is operated and managed, such as upgraded fleets, improved cabins, and the incorporation of new technologies. The quality of inflight services is one of the most important methods airlines can use to distinguish themselves from their competitors, and service quality is essential if airlines wish to remain competitive. The recruitment of competent flight attendants is crucial to the success of an airline as service quality influences customers’ perceptions of an airline. The success and failure of an airline can be attributed to the service quality provided by flight attendants, and customers place a strong emphasis on service quality when it comes to choosing an airline.
This study used the fuzzy multi-criteria decision making to select optimal flight attendants based on literature review and expert interviews, criteria and sub-criteria for selecting flight attendant were identified and used to construct a flight attendants selection hierarchy. This study identified 3 criteria: work ability, interpersonal skills, and personal characteristics, and 17 sub-criteria: expression ability, problem-solving ability, professional knowledge, ability to cope with stress, capacity for improvement, attitude toward work, emotional control, teamwork, friendliness, communicative ability, willingness to compromise with others, service enthusiasm, empathy, general health, moral conduct, online behavior, and patience.
This study uses China Airlines as an example to illustrate the decision-making process of selecting flight attendants.
| Identifer | oai:union.ndltd.org:TW/105MCU01571007 |
| Date | January 2017 |
| Creators | SHIANG, MENQ-LIN, 向夢麟 |
| Contributors | CHEN, YAW-CHU, CHANG, KUEI-LUN, 陳耀竹, 張桂綸 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 61 |
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