Flight Attendants Research Articles

Coping styles and subjective well-being of indian civil aircrew in the context of COVID-19

Objectives: The novel coronavirus (COVID-19) infection has emerged into a widespread pandemic that stalled the world. Humanitarian missions like Vande Bharat during the first wave of COVID-19 and passenger as well as cargo services during its second wave were carried out extensively by civil aircrew. Operating under such challenging circumstances is likely to affect the well-being and psychological health of the aircrew. Exploring different coping strategies adopted by civil aircrew and assessment of their subjective well-being while operating during the pandemic was the desired objective of the study. Material and Methods: In a descriptive cross-sectional design, 100 Indian civil and cabin crew voluntarily participated in the study. Two standardized questionnaires and a demographic inventory were administered to the sample to identify the coping strategies (the Brief COPE) and assess subjective well-being (WHO-5). Quantitative and qualitative analyses were computed for the data obtained on study variables. “t”-test was carried out to find the differences in the coping strategies utilized by the aircrew in the first and second waves of the pandemic. Results: The mean age and flying experience of the sample were 43.74 ± 10.36 years and 17.34 ± 11.66 years. It was observed that the adaptive coping strategies were higher than the maladaptive coping styles with acceptance (6.56 ± 1.40) and active coping (5.98 ± 1.39) being predominant. There was no significant difference between the coping strategies used during the first and second waves of COVID-19. Imposition of financial constraints and discomfort while flying with a PPE kit was observed in qualitative analysis. The policies and regulations about the COVID protocols were reported to be frequently amended by airlines and regulatory authorities leading to ambiguity amongst the crew. Conclusion: The present study revealed that the Indian civil aircrew used adaptive coping strategies frequently and maladaptive coping strategies sparingly while operating during the COVID-19 pandemic. Certain stressors under this unique situation may be unchangeable with specific coping strategies, but their application may nonetheless lead to positive feelings of autonomy or a reduction in the experience of anxiety. Thus, airlines may initiate the trend of positive psychological interventions as a preventive measure. Pilot training may also incorporate techniques for adopting healthy behavior using specific coping strategies.

Investigating professional values among pilots, cabin crew, ground staff, and managers to develop aviation safety management systems

Professional culture differences resulting from occupational training and experiences are widely known to affect the behaviours of groups and individuals. Yet a research gap exists on whether professional differences can influence safety-relevant core values held within individuals which are typically considered a product of national culture. The present study compared the core values of pilots, cabin crew, non-managerial ground staff, and airline managers by evaluating whether professional culture influenced levels of agreement towards cultural concepts relevant to safety. Results from N = 317 aviation professionals found significant differences between the four professional groups on attitudes towards power distance, individualism, time orientation, and indulgence vs. restraint. Social and physical distance to headquarters, confined work environments, and loyalty to work interfaces affected core cultural values of power distance and individualism among pilots and cabin crew. Frontline pilots and managers opposed on time-orientation, highlighting the potential for conflicts on decision making due to differences in the perceived balance between safety and performance. Professional culture also influenced sociological preferences related to values of indulgence vs. restraint. The findings support the usage of core values as a basis for human behaviour analysis and highlights the importance to include cultural ergonomics concepts when devising organisational safety management strategies.

Depression, Anxiety, Stress and Anger of the Cabin Crew during the COVID-19 Pandemic in South Korea.

This study examines the levels of depression, anxiety, stress, and state and trait anger of cabin crews, as well as the differences in the main variables and general characteristics between the depression and anxiety groups, during the COVID-19 pandemic. This descriptive cross-sectional study used data from 161 Korean cabin crew members. Data were analyzed using descriptive analysis, independent t-tests, and chi-square tests. Of the participants, 62.7% were women, and 52.2% and 46.6% were classified into the depression and anxiety groups, respectively. No differences in the general characteristics between the non-depression and depression groups were found. However, in the anxiety group, there were significant differences in age, marital status, position, and work type during the COVID-19 pandemic. Additionally, the anxiety group showed a higher anger state (approximately 6.76 times higher than the normal group) than the depression group (approximately 4.90 times higher than the normal group). In a pandemic, airlines should screen cabin crews for depression and anxiety. The development and applications of mental health education for high-risk groups should include anger intervention.

Outcomes of servant leadership among flight attendants: test of parallel and serial multiple mediating effects

PurposeThis paper aims to examine the parallel and serial multiple mediating effects of job insecurity (JIS) and occupational self-efficacy (OSE) in the association between servant leadership and work engagement (WENG).Design/methodology/approachData collected from 296 flight attendants in Korea were tapped to assess the study hypotheses. The linkages were tested via structural equation modeling. The phantom variable was used to estimate the parallel and serial indirect impacts of JIS and OSE.FindingsServant leadership fosters OSE and WENG, while it alleviates JIS. Both JIS and OSE parallelly mediate the effect of servant leadership on WENG. Contrary to what has been hypothesized, the findings lend no credence to the serial multiple mediating impact.Practical implicationsManagement should pay utmost attention to the promotion of employees to supervisory positions based on “stringent selection and hiring of people.” Flight attendants high on WENG should have job security. This is important because such employees exhibit good performance at work. Management should also organize training programs that would enhance flight attendants’ OSE.Originality/valueThis paper contributes to the relevant knowledge base by relating servant leadership to flight attendants’ WENG through JIS and OSE. Because of the number of rising disengaged service workers across the globe, this study also gauges the factors influencing flight attendants’ WENG and reports whether servant leadership, JIS and OSE influence their WENG at the same time. Unlike the preponderance of the empirical pieces, this study contributes to the literature by assessing the indirect effect of servant leadership on WENG via JIS and OSE as the parallel and serial multiple mediators using the phantom variable.

Can strategic HRM bundles decrease emotional exhaustion and increase service recovery performance?

PurposeThrough the lens of conservation of resource theory and the model of ability, motivation and opportunity (AMO), this study tests the relationship between high performance work practices (HPWP), emotional exhaustion and service recovery performance (SRP). It examines the direct effect of AMO bundles on emotional exhaustion and the indirect effect of these bundles on SRP via emotional exhaustion.Design/methodology/approachIn a sample of 1,664 flight attendants from Canada, Germany and France, this study uses a quantitative method. Using AMOS V.24, CFA was used to test quality of scales, model fit as well as the direct effects. The method of Monte Carlo (parametric bootstrap) and more precisely bias corrected percentile method were used to test the mediation mechanism, based on 5,000 bootstrapping and 95% confidence intervals.FindingsResults show that all AMO bundles can be considered as a resource caravan passageway protecting employees against resources loss and allowing them to perform well and to recover service after a failure. They reveal that each bundle has a direct, negative link with emotional exhaustion, a health-related well-being and an indirect effect on SRP via emotional exhaustion.Research limitations/implicationsThe finding further highlights the need to distinguish between AMO dimensions in strategic HRM research and practice. The cross-sectional nature of this study limits the establishment of causal links between variables. The author encourages future researchers to adopt a research design enabling to collect data at two or three-time periods and involving multi-source data.Practical implicationsCompanies should be aware of the mechanisms through which HPWP influence the occupational health and performance of flight attendants and consider that “different bundles can have different effects” as important when they would redesign their HRM practices. In turn, it is rather opportunity enhancing HPWP (e.g. empowerment, work teams) that will be the most efficient in improving SRP. In a customer service context, and for flight attendants who work for prolonged hours with sometimes demanding passengers, it seems very important that airlines empower their flight attendants to use their skills and abilities to respond to problems arising onboard, either from service failures or any complaint a passenger may have. Employers should aim to create pools of practices designed to enrich and protect the resources of their employees allowing them to reduce emotional exhaustion.Originality/valueThis research study contributes therefore to the HRM-well-being-individual and/or organizational performance debate in a very particular context, by using the AMO framework to test the proposed relationship. In doing so, this study advances the theoretical and empirical evidence on how HR systems and AMO framework can be applied in this setting. The findings allow distinguishing which bundle of HRM is the most influential on emotional exhaustion, which can advance the literature in strategic human resource management. The paper adds to the literature by addressing the role of emotional exhaustion rather than happiness-related measures of well-being. Thus, our results stress the importance of health-related well-being, and emotional exhaustion, as an important pathway through which AMO-bundles influence performance outcomes and confirm that there are different well-being pathways to consider in the HRM-performance relationship. By using different bundles of AMO, the study advances the literature by showing that each bundle could have a different effect as the findings show that only opportunity enhancing HPWPs still directly impacted SRP after introducing the mediator (emotional exhaustion).

Becoming cabin crew: a situated learning approach to training and workplace experience

ABSTRACT This paper provides a perspective on learning in which training and situated learning complement each other in developing cabin crew competence. Traditionally, airlines have approached cabin crew training from a competency-based, behavioural perspective with limited engagement in the actual work context. This ethnographic study builds on contemporary learning theoriesto argue that participation in social practice is essential for developing cabin crew competence. More importantly, it was found that learning arises in the frictions and negotiations between identity, knowledge, and values fostered in training and the workplace experience of the cabin crew. These findings contribute to the situated learning literature by expanding the notion that training may also have characteristics of social practice. Likewise, understanding learning arising from the negotiation of different contexts offers a broader perspective of situated learning. These findings in the learning processes of cabin crew may contribute to the improvement of the airlines’ training programmes and potentially to other contexts of high social interaction, such as hospitality and healthcare.

How should Travel-Related Malaria Management in Emergency Departments of Non-endemic Countries? Single-center Study

Purpose: Advancements in air travel enabled an increase in traveling to malaria-endemic countries such as those in sub-Saharan Africa. An increase in the incidence of imported malaria accompanied these advancements. This study aims to summarize how malaria patients who have imported the disease into non-endemic countries present to the emergency departments and to enlighten physicians in emergency departments by providing suggestions for practical approaches to handling such situations.
 Methods: This study was conducted retrospectively in a university hospital, from January 1, 2014 to March 1, 2022. Seven years of emergency department records of patients who were examined in the emergency department with a suspected, or definitive diagnosis of malaria were included in the study. Epidemiological and clinical characteristics were evaluated.
 Results: 892 patients were admitted to the emergency department with suspicion of malaria. Thirty of these patients were diagnosed with malaria, and 846 of the 892 patients were members of airline cabin crews. 94.3% (n=798) of the cabin crew did not use prophylactic medication for malaria. The mean age of the patients was 33.2±8.5. Twenty-five patients were diagnosed via peripheral blood smears, and the remaining three patients were diagnosed with PCR. Rapid diagnostic tests were positive in 26 out of 28 patients.
 Conclusion: The risk of acquiring malaria is still high despite short-term visits and airport-limited stays. Travel history should be routinely asked of patients by emergency physicians. Education of people traveling to malaria-endemic countries, including cabin crew, regarding malaria prophylaxis and protective measures to prevent mosquito bites plays a crucial role in preventing malaria.

Mental health, social skills, and associated factors of flight attendants in a commercial airline in Thailand

Mental health, social skills, and associated factors of flight attendants in a commercial airline in Thailand

위기상황에서의 전략적 인적자원관리가 직무역량과 경영성과에 미치는 영향 : 객실승무원을 중심으로

The purpose of this study is to find out the effect of strategic human resource management of airline cabin crew on job competency and business performance in crisis situations. Due to COVID-19, airlines are experiencing a lot of difficulty, and their employees are also suffering. It is also difficult for many airlines to manage their human resources. They took a leave of absence or job relocation for human resource management. It can be said that it is important to prevent the turnover of good talent and to manage the competencies of employees. This study was targeted at airline cabin crew and 275 were surveyed. The validity of the study was secured through confirmatory factor analysis, and the hypothesis was tested with structural equation modeling. As a result of the empirical study, it was found that education and training and compensation management had an effect on job competency. However, career management did not affect job competency. Job competency was found to affect business performance. As a result of the empirical study, it was found that the strategic human resource management of cabin crew affects the non-financial management performance of airlines. As a result, the purpose of this study is to help airlines' strategic human resource management and suggested that the job training of cabin crew focused on safety and hospitality should be further subdivided and that a program for career management is needed. And it was suggested that a study on the strategic human resource management of cabin crew is necessary.

항공사 승무원의 심리적 계약위반과 조직냉소주의 관계에서 직무소진의 매개효과

The purpose of this study is to examine the mediating effect of job burnout in the relationship between the psychological contract violation and organizational cynicism of the merged corporate flight attendants after the announcement of the airline M&A. Since M&A causes considerable anxiety and fear in the future of the merged members, we would like to present a human resource management plan for successful M&A by reviewing the impact of negative psychological factors on the company. For this purpose, data were collected by conducting an online survey on flight attendants of airline A, the flight attendants of the merged company, and a total of 316 valid questionnaires were analyzed using SPSS v.23 and AMOS v.23 programs. As a result of the analysis, first, it was confirmed that the perception of psychological contract violation had a positive (+) relationship with organizational cynicism. Second, the perception of psychological contract violation was found to have a positive (+) relationship with job burnout. Third, it was confirmed that job burnout had a significant positive (+) effect on organizational cynicism. Finally, job burnout was found to have a mediating effect on the relationship between psychological contract violation and organizational cynicism. Based on these research results, we would like to present strategic implications for flight attendants human resource management for the currently underway airline M&A merger company.

항공사 객실승무원의 고용불안, 직무스트레스, 이직의도간의 관계 연구 : 직무스트레스의 매개효과와 자기효능감의 조절효과

The purpose of this study is to examine the relationship between job insecurity, job stress, and turnover intention, and to examine the moderating effect of self-efficacy and the mediating effect of job stress in these relationships. An online survey was conducted for cabin crew working at domestic K and A airlines, and a total of 250 copies were used for the analysis. The results of this study are as follows. First, it was found that job insecurity of airline cabin crew had a significant positive (+) effect on job stress and turnover intention. Second, job stress was also found to have a significant positive (+) effect on turnover intention. Third, job stress had a partial mediating effect on the relationship between job insecurity and turnover intention, and self-efficacy had a moderating effect on job insecurity and job stress, job stress and turnover intention, job insecurity and turnover intention. Based on these research results, the practical problems faced by airlines are identified, and directions for airline management and efficient human resource management are presented.

From the pages of AllergyWatch

For this edition of From the Pages of AllergyWatch, I have chosen articles from the May to June 2022 AllergyWatch. The first article, with comments from Dr Lee, provides additional insight into hereditary alpha tryptasemia (HαT). The next article, with comments from Dr Knox, reports data from an asthma cohort revealing a much higher incidence of asthma in children in various ethnicities. The last article, with comments from Dr Joshi, evaluates the effect of secondhand smoke exposure on airlines in flight attendants even years after exposure stopped.

항공사 승무원의 인적서비스, 브랜드 이미지, 러브마크, 브랜드 신뢰, 브랜드 충성도간의 구조적 관계 연구

The purpose of this study was to understand the structural influence relationship between airline flight attendants’ human service, brand image, lovemarks, brand trust, and brand loyalty. In this study, it was found that among the factors of customer orientation, expertise, likability, and physical attractiveness, which are elements of human service of airline flight attendants, customer orientation and physical attractiveness had a positive effect on the brand image. In addition, it was intended to investigate the relationship between brand image, lovemarks, brand trust, and brand loyalty. A convenience sampling method was used to collect data. Appropriate validity was secured through confirmatory factor analysis, and as a result of finding in the structural model, it was confirmed that appropriate figures were included. As a result of finding in the structural model, it was found that the brand image did not affect brand love, which is an element of lovemarks, while it was found to affect brand respect. It was found that the brand image had an effect on brand trust. Finally, it was confirmed that brand love does not affect brand loyalty and brand respect and brand trust affect brand loyalty.

The Impact of Airline's Smart Work System on Job Performance of Cabin Crew.

Extant studies in medical and educational fields have demonstrated that employees’ device use (smartphones, tablet PCs, etc.) can enhance job performance. Correspondingly, global airline companies have made substantial investments to enhance passenger services. An earlier study examined the impact of flight attendants’ technology usage on job satisfaction by investigating the causal relationship between the benefits of tablet PC use, job performance, and its consequences. Based on the literature review, four advantages of technology use were derived: (1) efficiency, (2) convenience, (3) service effectiveness, and (4) pride. Additionally, three consequences of job satisfaction were derived: (1) team performance, (2) organizational commitment, and (3) turnover intention. Empirical data were collected from 208 flight attendants working for a South Korean airline, which provided tablet PCs for its employees. Data analysis revealed that work efficiency, convenience, and pride had a significant and positive impact on job satisfaction. However, flight preparation did not show a similar impact. This study is the first to investigate the benefits of using technology in the airline industry. Furthermore, it examined the convergence of airline management and information technology. The findings provide managerial implications for airline companies that are considering providing tablet PCs to flight attendants.

Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

PurposeThe authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews.Design/methodology/approachThis study used an experience sampling design to investigate the relationship between a frequent job hassle in air service provision, namely unruly passenger behavior (UPB), and the stress experienced by flight attendants.FindingsThe results of multilevel analyses show that UPB is positively related to the use of aggressive humor and negatively related to the use of affiliative humor in cabin crews. Moreover, humor mediates the relationship between unruly passenger behavior and stress. In addition the results show that general self-efficacy as a personal resource buffers the association between passenger misconduct and the use of aggressive humor.Originality/valueThis study is among the first empirical attempts to explore the role of humor as a mediator between uncivil customer behavior and stress in air service employee.

Difference in risk perception of onboard security threats by aircrew and aviation security experts

Airlines are increasingly relying on non-security personnel such as cabin crews and pilots to perform a security function when dealing with potential onboard security threats. The training aircrews receive on security threat assessment is considered by many to be inadequate. The way aircrews respond to potential onboard threats can have life and death consequences for passengers and other aircrew. How these potential threats are handled can also cause significant financial loss to the airlines through loss of productivity, passenger claims or even legal liability. For this reason, it is imperative we understand how aircrews perceive security risk in order to make appropriate risk assessments. This study examines if aircrew perceive security risks the same as aviation security experts. Five scenarios representing actual potential onboard security threats were given to a group of 67 pilots, cabin crew and aviation security experts. The participants were asked a series of questions about the scenarios that measured how they perceived the potential threat as well as other questions to determine how prepared they were to deal with each scenario. The results showed that aircrews perceive and assess risk associated with onboard security threats significantly different than aviation security experts.

Understanding quondam commitments to retain employees: insights from the case of flight attendants and pilots

PurposeThis study aims to examine the process model of quondam commitments (commitments employees used to have, but no longer have). It is part of a new perspective aimed at understanding better the concept of commitment, a powerful determinant of employee retention, by looking at gone commitments.Design/methodology/approachDrawing on a qualitative methodology recommended in the most recent commitment literature, life story interviews (Study 1 – flight attendants) and non-directive interviews (Study 2 – pilots) were conducted.FindingsThe authors propose a revised process model of quondam commitments, including the possible transformation of a commitment bond into a different type of psychological bond over time.Research limitations/implicationsThe sample sizes are limited because of the qualitative nature of both studies, and the quondam commitment outcomes could only be studied at the individual level. However, the innovative nature of the work offers important contributions and avenues for research.Practical implicationsThis study provides concrete perspectives for hospitality professionals to retain employees who question their relationship with work. Its relevance goes beyond the airline sector and can be applied to the hotel or restaurant industry, looking for solutions to deal with massive attrition.Originality/valueThis research contributes to filling three gaps identified in the commitment literature. It is one of the very rare studies considering closely both multiple targets and multiple types of psychological bonds. Moreover, it incorporates their dynamics, beyond the commitment bond, and suggests a refined model.

Take-off, turbulence and turnaround

PurposeThe aim of this paper is to explore the evolving nature of the work of cabin crew in a Scandinavian carrier in three eras, drawing on theories of gender and emotional labour.Design/methodology/approachThe paper draws on ethnographic data from fieldwork, interviews and documents.FindingsFrom being a feminized and temporary occupation for young, upper- and middle-class women in the 1970s, the occupation became a full-time job and with greater diversity of cabin crew. Today there are signs of the job becoming a precarious and temporary one of demanding and devalorized work in a polarized and class-divided labour market. Changing circumstances impact on the emotional labour requirement and terms and conditions at work.Research limitations/implicationsA limitation is that the research design was not initially longitudinal in the sense that the author does not have exactly the same kind of data from each era. The author has, however, been involved in this field for two decades, used multiple methods and interacted with different stakeholders and drew on a unique data material.Practical implicationsThe development in aviation is contributing to new discriminatory practices, driving employee conditions downwards and changing the job demands. This development will have practical consequences for the lives and families of cabin crew.Social implicationsThe analysis illustrates how work ‘constructs' workers and contributes in creating jobs that are not sustainable for the employees. Intensification of work, insecurity and tougher working conditions also challenge key features in the Nordic model such as proper pay, decent work and a life-long employment. Much indicates that the profession is again becoming a temporary one of demanding work with poor working conditions in a polarized and class-divided labour market.Originality/valueThe research contributes to the literature on emotional labour, gender and the evolving nature of the work of cabin crew. The unique data material, the longitudinal aspect of the research and the focus on a single network carrier are good in charting changes over time.

The Effect of Organizational Commitment and Perception of Organizational Justice on Job Satisfaction: A Case Study on Flight Attendant

The Effect of Organizational Commitment and Perception of Organizational Justice on Job Satisfaction: A Case Study on Flight Attendant

To what extent is circadian phase predictive of subjective jet lag in long-haul cabin crew pre- and post-trip?

Long-haul cabin crew regularly report misalignment between their circadian phase and the external world (i.e. jet lag). The extent to which changes in circadian phase relate to reported levels of jet lag remains unclear. The main aim of the present study was first to evaluate the relationship between objective (circadian phase) and subjective jet lag and second to explore the relative role of both subjective and objective psycho-behavioural factors in predicting the subjective experience of jet lag. Twenty-eight long-haul cabin crew completed questionnaires measuring diurnal preference, trip characteristics and subjective jet lag as a single and as a multidimensional measure. Sleep was monitored using actigraphy and urinary melatonin peak time was measured, at baseline (T1), e.g. before a long-haul trip and post-trip on the crew's first recovery day (T2). Subjective jet lag was also measured at both time points. At T1, later circadian phase related to increased unidimensional jet lag, however, a post-trip discrepancy was found between objective and subjective uni- and multidimensional jet lag measured at T2 and change from T1 to T2. After controlling for direction and size of circadian phase, increased uni- and multidimensional subjective jet lag was predicted by depressed mood states. The regression models including phase, diurnal preference, departure time on the outbound sector and arousal levels accounted for 28% of the variance in unidimensional jet lag and 53% of the variance in multidimensional jet lag. It was concluded that there is a discordance between objective and subjective jet lag post-trip. Further, subjective jet lag in long-haul cabin crew is better explained by mood impairment than circadian phase. The results are discussed with reference to the gap between subjective and objective jet lag and the role of psychology rather than just biology in the jet lag experience. The implications for improving health and safety in the workplace, through a better understanding of the role of human factors in the management of jet lag, are discussed.