Cabin Service Research Articles

Challenges and coping strategies in airline service under crosscultural context

This study explores the challenges faced by airline cabin service from the perspectives of globalization and intercultural communication, as well as potential strategies to address these issues. The paper first reviews and analyzes the intercultural interaction problems that have emerged in airline cabin service, including language barriers, cultural clashes, and the misunderstandings and conflicts they bring. Subsequently, through field research and in-depth interviews, this article proposes and demonstrates a series of strategies to address these issues, including providing cultural adaptability training, enhancing cabin crew's language proficiency and intercultural communication skills, and improving the quality of service. Through the study and analysis of these strategies, this paper concludes that intercultural sensitivity and adaptability are crucial for improving the quality of airline cabin service and passenger satisfaction, providing theoretical basis and practical reference for airlines.

Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective

The aim of this research is to examine the impact of bystander appraisal components, specifically congruence and relevance, on the intention to share negative experiences resulting from disruptive passengers on a flight. The investigation focuses on the mediating factors of negative emotions, satisfaction with service recovery, and trust in the airline. Employing a scenario-based approach, the detailed perceptions of passengers who may not have directly encountered disruptive behavior were explored. A total of 368 questionnaires were collected, and a structural equation model (SEM) was utilized to assess the relationship between bystanders’ appraisal and their intention to share. The results revealed that relevance positively correlated with negative emotions, and congruence significantly affected negative emotions. Moreover, negative emotions had a negative impact on both satisfaction with service recovery (SSR) and airline trust. Both SSR and airline trust, influenced by negative emotions, were found to negatively affect the intention to share. The results will help inform strategies to manage and mitigate in-flight disturbances, so that a high-quality cabin service can be maintained and the overall airline reputation does not suffer.

코로나19 상황 항공사 객실서비스에 대한 연구-A 항공사를 중심으로

코로나19 상황 항공사 객실서비스에 대한 연구-A 항공사를 중심으로

PBL 수업모델을 적용한 항공 객실서비스실무 학습효과

This study applied the problem-based learning (PBL) teaching model to the aviation cabin service practical course offered in the Department of Aviation Service to train airline cabin crew and analyzed its learning effects. For this purpose, the PBL teaching model was applied to 61 students in the Department of Aviation Service in Jeollanam-do for a total of 12 weeks out of 15 weeks of class for 3 credits in the aviation cabin service practical course. The application of the PBL teaching model was conducted in a total of two modules based on the National Competency Standards (NCS). In the self-evaluation of participation in airline cabin service practical classes using the PBL teaching model, learners faithfully presented the learning outcomes of problem-solving activities. In the self-evaluation of the training results, the learners said that they learned a lot about communication problems during team activities and that the overall class activities were helpful in terms of training satisfaction. Through the application of the PBL teaching model, students faithfully presented the learning results of problem-solving activities, became aware of many communication problem situations during team activities, and found that overall class activities were helpful.

Research on Instructional Design of English for Cabin Service Course Based on Visual Literacy

Research on Instructional Design of English for Cabin Service Course Based on Visual Literacy

AI Enabled Airline Cabin Services: AI Augmented Services for Emotional Values. Service Design for High‐Touch Solutions and Service Quality

AbstractThis paper highlights the significance of emotional values within digital services during the airline cabin experience. Currently, emotional engagement with front‐line AI interactions, such as AI assistants, lacks trust. Thus, the role of AI must be reimagined to better integrate the human factor into the service experience through things like high‐touch in order to create trust and improve the perception of cabin service quality. Service design is a human‐centric approach to service creation in which the user is typically made the main subject of the service research; the service process (service interaction) then co‐creates values alongside the service provider. The major concept discussed here is AI Augmented Services (AIAS), which turn high‐tech capabilities into high‐touch “human centric” services that can offer access, control, and well‐being to the user, all of which are key components in the establishment of trust. Airline future services can then implement this study for the purpose of detecting human emotions, co‐creating emotional values, and promoting emotional intelligence through the AIAS interactive communication channels, thereby transforming high‐tech capabilities into high‐touch opportunities. The methodological approach began by determining a benchmark for the state‐of‐the‐art AI technology in transport and conducting a set of expert interviews. Notably, the possible materialisation and challenges of AIAS high‐touch cabin services are also discussed here. This article can be considered to be a first step toward a service design in which opportunities are discussed with the goal of “discovering” possible AI solutions. Consecutive stages will be presented in future articles in which the concepts introduced here will be further defined and developed.

Optimal Control Strategy for Ship Cabin’s Active Chilled Beam System Using Improved Multi-Objective Salp Swarm Algorithm

Heating, ventilation, and air conditioning (HVAC) systems are the second largest energy consumers on cruise ships after the propulsion system. As a kind of HVAC system, active chilled beam (ACB) systems have been widely used for cabin service due to their performance of energy efficiency and good thermal comfort. However, conventional control strategies for ships’ ACB systems are not intelligent enough and cannot balance energy consumption and cabin comfort during the voyages of ships. This study developed an optimal control strategy for cabins’ ACB systems. First, a simulation environment considering dynamic conditions is established in TRNSYS. Second, an artificial neural network model is utilized to predict the energy consumption of the ACB system, while the predicted percentage dissatisfied is adopted to represent cabins’ thermal discomfort. Third, an improved multi-objective salp swarm algorithm is proposed to dynamically minimize both energy consumption and thermal discomfort. A TRNSYS–MATLAB co-simulation testbed is established to simulate the cabins served by an ACB system on a small cruise ship navigating from Hong Kong to Shanghai for validation tests and a comparison study. Compared to the conventional strategies, the proposed strategy can achieve a maximum energy savings of 12% while maintaining a predicted mean vote index less than 0.5, meeting the comfort requirements set by ASHRAE.

Hedonic preference of airline passengers

The purpose of this study is to determine which airlines Davao City-bound and outbound passengers prefer. Passenger information was acquired via survey questionnaires employing the Likert scale. In this study, non-experimental quantitative research employing a casual research method was employed. Using descriptive and informal research methodologies, this study investigated whether demographic variables and airline service quality influence the airline service choices of Davao City passengers. This investigation employs artificial neural network research to determine which factors influence airline preference. The majority of air carrier respondents are between the ages of 21 and 35, are predominantly female, and are employed by private companies. The airline preferences of passengers are influenced by price, cabin services, flight schedule, safety, on-time performance, and employee conduct. Important airline demographics included age, occupation, and sex. Price is the most significant criterion when selecting an airline, followed by flight schedule, on-time performance, and employee conduct. Flights should offer discounts to students and senior citizens. They may adjust fares based on the findings. To attract a broader age range of customers, airlines should strategically organize their marketing and focus on specific market niches. To increase sales, airlines may consider offering discounted, low-cost, or one-peso fares during certain times. To assist time-sensitive travelers in reaching their destinations in the event of airline delays or cancellations, alternative flights are advised. To gain a deeper understanding of airline carrier selection, research should be extended, employing a larger sample or alternative statistical methods.

Airline’s COVID-19 preventive measures and air travelers’ perception during Covid-19 pandemic in Thailand

Aviation in Thailand after the spread of the Covid-19 has drop of 81.7 percent in international and domestic passengers in year 2020.Airlines must develop strategies to get passengers to use their services once more when more people are flying in order to generate revenue. The purpose of this research is to compare the various preventive measures in order to stop the spread of COVID-19implemented by four low-cost airlines in Thailand and how passengers perceive them. Online questionnaires were used to collect the quantitative data of 400 sample groups. The findings revealed the perception of the passengers that all four low-cost airlines had the same protective measures in place to stop the spread of the 2019 Coronavirus Disease (COVID-19) including measures to prepare the aircraft, screen passengers, manage passenger density, and prepare for emergencies. However, these low-cost airlines employ a variety of preventative measures, such as hygiene regulations for on-board service employees, Service precautions before to boarding, Cabin service measure and passenger hygiene measure. The Civil Aviation Authority of Thailand can use the study's findings to help create regulations and standards for safeguarding the safety of passengers in critical epidemic conditions like the coronavirus pandemic (Covid-19).

항공객실관리학의 학문분류체계 개발을 위한 연구

Research presents discussions related to discipline classification system for cabin management. Result of analyzing the classification system of the Korean National Competency Standards etc are as follows. Cabin management belongs to a large category of accommodation, travel etc /middle category of tourism, and leisure /the sub-category of travel services/ minimum category of airline cabin services. In knowledge-oriented classification system: transportation-oriented section-air transportation in the commercial / tourism management / airline service management. In the scientific and technological position: sub-category -airline and travel agency management / tourism. In the departmental classification: sub-class -tourism. In the position of the job, it is into aviation, train, ship, and service cabin crew. As a result, Cabin management belongs to social science(large category)-tourism(medium category)- tourism management /economics(sub-category)-Travel agency /Airline Service management.

Pengaruh Harga Tiket Dan Kualitas Pelayanan Cabin Terhadap Keputusan Pembelian Pengguna Jasa Maskapai Garuda Indonesia Di Bandar Udara Adi Soemarmo

This study aims to determine whether there is an effect of ticket prices and cabin service quality on the purchasing decisions of Garuda Indonesia Airline Service Users at Adi Soemarmo International Airport. This research technique uses quantitative methods. Data was collected using a questionnaire with a sample size of 100 respondents. The data analysis technique used descriptive analysis, the instrument test was validity and reliability test, hypothesis test used simple linear regression analysis, t test, f test, and the coefficient of determination which was processed using SPSS.20. In this study the results obtained that ticket prices and service quality have a positive and significant effect simultaneously on purchasing decisions with an F-count value of 34.779 > T-table 1.996 with a significance of 0.000 > 0.05. The coefficient of determination is 41.8% that purchasing decisions are influenced by ticket prices and service quality, while the remaining 58.2% is influenced by other variables. results Based on the research above, the ticket price offered must be in accordance with the quality of service in order to influence customer purchasing decisions.

The Relationship Between Attitudes of Students Studying in Aviation Departments Towards Distance Education and Their Commitment to University During COVID 19 Epidemic Period

This study aims to investigate the relationship between university students’ attitudes towards distance education and their university commitment in aviation departments/programs, where practical (applied) courses are vital in addition to theoretical courses, in the distance education which is compulsory during the pandemic process caused by COVID 19. Within the scope of the research, 282 participant students enrolled in the Civil Air Transport Management and Civil Aviation and Cabin Services program of the 2-year Vocational Schools of the foundation universities in Istanbul, and the Aviation Management and Pilotage Departments of the 4-year aviation departments could be reached. The questionnaire administered to the participants consists of 3 parts. The first part comprises questions regarding the demographic characteristics of the participants. The second part, includes survey questions including the “Attitude Scale towards Distance Education Applied during the Epidemic Period” and the third part include “Student Commitment in Higher Education Scale”. In order to analyze the data obtained from this survey, SPSS 25.0 statistical package program is employed. According to the findings of the research; 51% of the change in student commitment in higher education was explained by the attitude towards distance education offered during the COVID 19 pandemic. Significant differences are found between the attitudes towards distance education and student commitment according to the department types and grade levels of the students. It has been observed that student commitment increases as the scores of satisfaction with the opportunities offered by the university in distance education, communication and access in distance education, and comparison scores of distance education and face-to-face education increase.

Application of Situational Teaching in Civil Aviation Cabin Service —— Taking Special Passenger Service as an Example

The teaching goal of the cabin service and emergency response course is to cultivate the customer-oriented service concept and improve its emergency response ability. There is "zero tolerance" for the quality of any one of the links and elements, and if there is a slight difference, the consequences will be extremely serious. At the same time, it has the difference of commercial services, which is the unity of the two. But at the same time, we will face a problem, that is, people's increasing demand for services and a new level of service quality level requirements. In this way, in the simulation scenario, more professional knowledge can be acquired and higher professional skills can be mastered. China is the core market for the growth of global air transport. In recent years, civil aviation services have shown a high-speed development trend, and the volume of passenger transport continues to rise. With the continuous upgrade of smart mobile devices and Internet technology, civil aviation service enterprises keep up with the trend of the times, providing personalized and diverse service products for passengers to improve their travel experience. Based on the demand direction of modern people for service industry, this paper analyses the current situation of civil aviation service industry based on the corresponding measures and suggestions. This article mainly through the situational teaching method, can further understand, master the related concepts and requirements in civil aviation cabin service, and take special passengers as an example.

Opportunity-Sensing Capability and Corporate Vitality of Domestic Airlines in Nigeria

Purpose: This study examined the relationship between opportunity-sensing capability and corporate vitality of domestic airlines in Nigeria.
 Materials and Methods: The study adopted an explanatory cross sectional survey research design which was carried out at the organizational level of analysis. The population of this study was the nine (9) operational scheduled domestic airline operators in Nigeria. The managers involved were: Station Manager, Cabin Service Manager, Director of Airline Services, Operations Manager and Regional Manager. The study adopted the entire population as a census. The reliability of the instrument was ascertained using the Cronbach alpha reliability instrument with all items scoring above 0.70. The Spearman Rank Order Correlation Coefficient was utilized to establish the level of relationship as hypothesized with the aid of Statistical Package for Social Sciences version 23.0.
 Results: Findings from the study revealed a strong positive significant relationship between sensing capability and corporate vitality of domestic airlines in Nigeria. It was concluded that when domestic airlines in Nigeria deploy their opportunity sensing capability it enhances the corporate vitality especially in the dynamic business environment.
 Unique contribution to theory, practice and policy: It was recommended, that there is need for domestic airlines to have more business forums in order to understand the changing trends within their business operational environment and detect fundamental shifts in their industry. They should look for opportunities to improve the ways in which new knowledge is acquired, analyzed, interpreted and distributed, as well as utilized in making good corporate decisions.

항공기 객실의 확장된 서비스케이프가 고객만족 및 재이용의도에 미치는 영향

The purpose of this study is to identify the impact on customer satisfaction and reuse intentions by dividing the aircraft cabin service environment into physical, social, and symbolic servicescapes. A total of 394 questionnaires were used for this analysis that passengers who boarded international flight within six months was used. Five physical servicescape (space, service item, ambient condition, physical image, safety sign), three social servicescape (cabin crew, passenger emotion, passenger similarity) and four symbolic servicescape (familiarity, same language, same culture, same life sentiment) in the aircraft cabin were found. The physical, social, and symbolic extended servicescape of the aircraft cabin were affected customer satisfaction and reuse intention and the Customer satisfaction were affected reuse intention. Throughout this study, the concept of extended servicescape in the cabin service environment of aircraft has been empirically studied. The results of the study will be of great help in developing service marketing strategies for airlines.

항공사 객실서비스 COVID-19 대응에 대한 고찰: K 항공사를 중심으로

In the airline industry, which is experiencing a business crisis due to COVID-19, as a non-face-to-face culture for customer safety spreads, airline service methods and procedures have changed significantly. This is the most important change to follow health regulations that minimize contact to prevent infection. The management of airline cabin service response in accordance with quarantine and public health rules has been studied as follows. First, we reviewed airline cabin service changes and quarantine guidelines. Second, we compared and studied aircraft class correspondence differences. Third, improvement directions were discussed through in-depth interviews with experts. Therefore, this study is expected to be used as basic data for COVID-19 airline quarantine response.

From needs analysis to development of a vocational English language curriculum: A practical guide for practitioners

This study was conducted to examine the needs of students of cabin services program regarding English in order to guide the design of a vocational English language curriculum. The research design used in this this study was the concurrent triangulation approach, one of the mixed methods models. This approach can be used when the researcher collects both qualitative and quantitative data at the same time not giving privilege to either approach. It compares the two different data types to find out similarities and differences. There were two groups of participants in this study. The first group was composed of 352 students, enrolled in the Vocational School of Civil Aviation from four universities, who were selected with cluster sampling method, while the second group included 10 instructors working in these universities and four in-service flight attendants. A questionnaire and a semi-structured interview developed by the researcher were utilized to collect data. The quantitative data obtained from the questionnaire were analyzed through descriptive statistics procedures including frequencies, percentages, means and standard deviations, while qualitative data were analyzed through content analysis. Findings revealed that the students needed to develop their speaking and listening skills in order to be successful in their future work settings, although they were least competent in these skills. Based on further findings determined by needs analysis, the study was concluded with a sample guide for practitioners planning to develop a vocational English language curriculum using Hilda Taba’s curriculum development model.

Research on Civil Aircraft Cabin Service Availability Analysis and Application

Reliability is one of the important characteristics of civil aircraft, it is an important factor to ensure flight safety and high punctuality, and to obtain good economy. The cabin service availability analysis is a key segment in the overall reliability analysis. This paper focuses on ddetermination principle of functions related to cabin service availability and the judgment of failure effects and other contents, and establishes a civil aircraft cabin service availability analysis method and analysis process.

항공운항서비스학과 추천인이 학과결정요인 및 학과만족에 미치는 영향

The purpose of this study was to derive the determinants of choosing the Department of Airline Cabin Service Management and to identify the factors and effects of the recommended persons on the decision factors and satisfaction of the department and to provide the basic data for the entrance examination and employment of students who decided on the Dept. of Airline Cabin Service Management. In order to achieve the research objective students enrolled in the Dept. of Airline Cabin Service Management were selected as the population students enrolled in the Dept. of Airline Cabin Service Management for four years were sampled and 355 copies of the effective samples were used for empirical analysis. The results of the hypothesis test are presented as follows: First, the department's recommendation was derived by variables that affect department decision factors and department satisfaction. Second, it was found that department recommendation persons have a significant influence on the decision factors of the department. Third, it was found that departmental recommendations had a significant impact on department satisfaction. Fourth, departmental decisions. Causes have been shown to have a significant effect on academic satisfaction.

항공 객실 승무원의 잡 크래프팅과 핵심자기평가에 관한 연구

This study examines the influences of flight attendants’ job crafting on positive psychological capital and core self-evaluation. The purpose of the study is to provide implications on increasing the quality of cabin service in the future. The study surveyed flight attendants from domestic air flight companies during one month from July 1st to 31st, 2019. The questionnaire was completed with a self-administered method. A total of 319 questionnaires were collected. After excluding the incomplete or dishonest questionnaires, 309 surveys were used in the analysis. We used a snowball sampling technique for collecting data. The results indicate that cognitive crafting and job crafting pose influences on positive psychological capital, and relation crafting, cognitive crafting, and job crafting exert influences on flight attendants' core self-evaluation. Positive psychological capital had a significant influence on core self-evaluation. The mediating role of positive psychological capital was identified between cognitive crafting, job crafting, and core self-evaluation. However, mediating effect was not found between relation crafting and core self-evaluation. The results indicated that through job crafting, the formation of cabin attendants’ active attitude would increase individuals’ positive mind, confidence in challenges and strengths in core self-evaluation.