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Competency-Based Training In Aviation: The Impact On Flight Attendant Performance And Passenger Satisfaction, Latoya Gibbs, Lisa Slevitch, Isaac Washburn
Competency-Based Training In Aviation: The Impact On Flight Attendant Performance And Passenger Satisfaction, Latoya Gibbs, Lisa Slevitch, Isaac Washburn
Journal of Aviation/Aerospace Education & Research
According to the United Nations World Tourism Organization (UNWTO, 2017), over one billion tourists traveled the globe in 2016. In spite of this increase of travelers, airlines are faced with declining levels of customer service and quality of customer experience (American Customer Satisfaction Index [ACSI], 2012). Frontline service employees, like flight attendants, create a critical impression of the service which affects customer perceptions and satisfaction. Nevertheless, many unknowns exist about what creates such impression and how it can be improved. In particular, no study has investigated the effects of Competency-Based Training (CBT) on flight attendants’ performance and consequently passengers’ satisfaction. …