Exploring the perceived competence of airport ground staff in dealing with unruly passenger behaviors
Exploring the perceived competence of airport ground staff in dealing with unruly passenger behaviors
复制标题
探索机场地勤人员在处理不守规矩的乘客行为方面的感知能力
DOI：
10.1016/j.tourman.2011.07.001
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发表时间：
2012
影响因子：
12.7
通讯作者：
Chang Hsin
中科院分区：
文献类型：
--
作者：
Cheng;Chang Hsin
不守规矩的乘客行为（UPB）是服务提供企业，特别是航空业面临的一个挑战。为了探讨地面工作人员的能力和困难，在处理UPBs，问卷调查建立在与三家跨国航空公司的管理人员协商，并及时完成了航空公司地面工作人员（n = 494）。使用Rasch模型进行的反应分析确定了最具挑战性的未报告和不稳定性问题，并评估了工作人员处理未报告和不稳定性问题的能力。有些不定期采购对所有航空公司的工作人员都具有挑战性，而有些只对特定航空公司的工作人员具有挑战性。航空公司之间在管理特定UPB的难度和工作人员能力方面出现了差异;这可能反映了公司政策、培训计划、工作人员支持和授权方面的差异。这些结果表明，航空公司可以改善UPB处理程序，包括建立适当的服务人员授权，乘客教育，投诉机制，不守规矩的乘客数据库，信息反馈回路，以及员工培训课程的程序处理不同的UPB。
Unruly Passenger Behaviors (UPBs) are a challenge for service provision enterprises, notably the airline industry. To explore ground staff competence and difficulties in dealing with UPBs, a questionnaire was established in consultation with managers of three multinational airlines, and was duly completed by airline ground staff (n = 494). Response analysis using Rasch models identified the most challenging UPBs and assessed staff competence in handling UPBs. Some UPBs were commonly challenging for the staff of all airlines, whereas some were challenging only for the staff of specific airlines. Inter-airline differences emerged in regard to difficulty and staff competence in managing specific UPBs; this could reflect differences in company policy, training programs, staff support, and authorizations provided. These results suggest procedures by which airlines could improve UPB handling, including the establishment of appropriate service-staff authorizations, passenger education, complaint mechanisms, unruly passenger databases, information feedback loops, and staff training courses on procedures for dealing with different UPBs.