The Documentary Research to Synthesize the Expected Qualifications and Role of Flight Attendant
Keywords:
Expected Qualifications, Role of Attendant, Attendant ImagesAbstract
In the airlines business, flight attendants play a very important role for the airline company, flight attendant not only looking after safety of the passengers but also is like a sales person to bring back passengers to come and use the airlines services again. With the warm welcome and a unique touches in the service and the satisfaction of the passengers will always make passengers remember of which airlines to travel with, cabin attendant play a very important role in making passengers satisfied. In today's world passengers get a lot to choose in paying for their travel but services and comfort have been added in the value before deciding which airlines to travel with. In this article, the objective aimed to documentably synthesize the expected qualifications and role of flight attendant. The results revealed as follows:
1)the expected qualifications were: a) knowledge, competency and language skills, b) physical and mental health, c) services competency, d) internationality, and e) morality and ethics, and
2)role and job description were the attendant routine works by realizing: a) quality principle of services, b) passenger reinforcement and expectation, c) services on passenger needs, d) attendant images, and e) attendants need to be ready to face all kinds of situations and knowledge of using the safety equipment to make sure that passengers feel comfortable in traveling with the airlines.
References
รวีวรรณ โปรยรุ่งโรจน์. 2551. จิตวิทยาการบริการ. กรุงเทพฯ: โอเดียนสโตร์
ศุภลักษณ์สุริยะ. 2556. แนวทางการพัฒนาคุณภาพการบริการของแผนกต้อนรับส่วนหน้าโรงแรมเพื่อรองรับนักท่องเที่ยวอาเซียน กรณีศึกษา โรงแรมบูติก กรุงเทพมหานคร. วิทยานิพนธ์ปริญญา ศิลปศาสตรมหาบัณฑิต สาขาวิชาการจัดการการท่องเที่ยวแบบบูรณาการ สถาบันบัณฑิตพัฒนบริหารศาสตร์.
สมิต สัชฌุกร. 2556. ศิลปะการให้บริการ (พิมพ์ครั้งที่ 7). กรุงเทพฯ: สายธาร.
Arphaporn PhuWitthayaphan. (2007). Competency Based HRM / HRD Case Study.Bangkok:
HR Center Company.
Fitzsimmons, James, A. and Mona, J. (2011). Service Management: Operations, Strategy,
Information Technology. (7th ed.). Singapore: McGraw-Hill.
International Civil Aviation Organization. (2014) "Raising the bar on cabin crew training," ICAO. Journal, vol. 69 , no. 2, pp. 16-19.
Maliha Agha and Riaz Agha. (2020). The Socio-Economic Implications of the Coronavirus
Pandemic (COVID-19): A Review. Int J Surg, 78, 185–193.
Mogalakwe, M. (2006). The Use of Document Research Methods in Social Research. African Sociological Review, (10)1. 221 – 230.
Nakhonnayok. (2019) Cooperative Technology Tranfer Center 4, "Service mind," Cooperative Technology Tranfer Center 4, Nakhonnayok.
Narongwit Saen Thong. (2014). Let's get to know the Competency. Bangkok: HR Center.
Parasuraman, A., Berry, L., and Zeithaml, V. (1991). “Understanding Customer Expectations of Service.” Sloan Management Review. 32, (3) : 39 - 48.
Parasuraman, A., Zeithaml, V., Valarie A., and Berry, L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing.
P. Nattachak, R. Pinunta and P. Pabhassorn,"Readiness Preparation for the Selection of a Flight At-tendant: A Case Study of Thai Airways Inter-national Public Company Limited," Nakhon Phanom University. Journal, vol. 2, no. 2, pp. 98-105, 2012.
Smith Sachchukron. (2007). Excellent hospitality and Service. Bangkok: Saithan.
Surachai Promphan. (2011). Dissertation Competency for Competency Development.
Bangkok: Intellectual.
Scott, J. (1990). A Matter of Record, Documentary Sources in Social Research. Cambridge:
Policy Press.
Stefan Gössling, Daniel Scott and C. Michael Hall. (2020). Pandemics, tourism and global change: a rapid assessment of COVID-19. Journal of Sustainable Tourism, 28(10), 1-20.
Vroom, H. V. (1964). Work and Motivation. New York: Wiley and Sons.
W.-U. Prachayapachara, P. Pabhassorn and C. Patchanee. (2012) "Passengers’ Decision Making on Selecting International Carriers," Nakhon Phanom University Journal, vol. 2, no. 2, pp. 83-90.
