An Investigation of the Competencies Required of Airline Cabin Crew Members: The Case of a Korean Airline

Abstract

Airlines are eager to hire well-qualified employees because success in the airline industry depends on the service provided by cabin crews. The authors of this study aimed to identify ways to develop training programs for airline cabin crews that focus on competencies. Competency-based training, in contrast to training that centers on learning job skills and knowledge, can facilitate the individual development of cabin crew members and increase company productivity. More specifically, the authors comprehensively identified the competencies required of the airline cabin crew members working for one major international airline and investigated the relationship between the most important required competencies and the socio-demographic or work-related characteristics of cabin crew members.

Investigating the Maturity of Incident Investigations of the Ghanaian Mining Industry and Its Effect on Safety Performance

“…For example, an investigation of the competency requirements of incident investigators remains vital; such a study would support the development of competency-based training for investigators. This is because competency-based training has been found to be more useful, productive and to facilitate individual development in contrast to training based on learning job skills [52].…”

Air transport and tourism – a systematic literature review (2000–2014)

“…Researchers have studied the effectiveness of cabin crew and the influence of their behaviour on airline service quality (Chen & Chen, 2014;Kang, Jeon, Lee, & Lee, 2005;Limpanitgul, Robson, Gould-Williams, & Lertthaitrakul, 2013), as well as gender representation in the airline industry (Baum, 2012). Another sub-theme is the examination of the quality and structure of cabin crew training (Kim & Park, 2013;Rhoden, Ralston, & Ineson, 2008) and of ground service performances and issues (Lin, Wong, & Ho, 2013;Wattanacharoensil & Yoopetch, 2012), usually based on quantitative research. A second subgroup of articles explores the relationship among various air transport partners (Riege, Perry, & Go, 2002), as well as the implementation of CSR in transport and tourism, especially LCCs (Coles, Fenclova, & Dinan, 2011;, with qualitative research methods (interviews) mostly used.…”

Competency-Based Training in Aviation: The Impact on Flight Attendant Performance and Passenger Satisfaction

“…Kim and Park (2014) in their seminal study, comprehensively sought to identify the job competencies required of airline cabin crews. Even though there has been considerable research (Curtis et al, 2012;Saha & Theingi, 2009) conducted on the relationship between employee performance and customer satisfaction, no study has probed the relationship between CBT, flight attendant performance, and customer satisfaction.…”

“…Curtis et al (2012) found that employee training was associated with profitability. Subsequently, some airlines, like Lufthansa, are actively conducting competency-based training programs (Kim & Park, 2014) to ensure that flight attendants have the requisite knowledge and skill because organizational success is contingent on the service provided by the cabin crew.…”