Spirituality and cultural values in the reported cognitions of female cabin attendants on Thai Airways

Resumo Introdução: com o aumento do número de voos e passageiros, as tarefas atribuídas aos comissários de bordo tornam-se mais complexas, podendo gerar sobrecarga e prejuízo à saúde e ao desempenho desses trabalhadores. Objetivos: identificar e sistematizar os artigos publicados em periódicos científicos, sobre o impacto de fatores físicos, ambientais e organizacionais do trabalho dos comissários de bordo na saúde desses trabalhadores. Método: revisão sistemática da literatura, em português e inglês, utilizando as palavras-chave "aeronave", "cabine", "transporte aéreo", "comissário de bordo" e "trabalho", nas bases de dados ScienceDirect, PubMed, Scopus, ProQuest e SciELO, considerando o período de 1983 a 2013. Resultados: 65 artigos atenderam aos critérios de inclusão. Verificou-se um predomínio de trabalhos com foco em fatores físicos e/ou relacionados à saúde/doença e em fatores relacionados à satisfação no trabalho e poucos estudos abordando a organização do trabalho. Conclusão: os estudos encontrados analisaram os fatores presentes nas situações de trabalho de comissários de bordo de forma isolada. Não foram encontrados estudos que adotassem uma metodologia de análise das situações de trabalho que possibilitasse estabelecer inter-relações entre os fatores determinantes da carga de trabalho desses trabalhadores e os impactos para sua saúde.

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“…41 ; Damos e cols. 42 ; Tungtakanpoung e Wyatt 43 ; Boyd e Bain 44 ; Ballard e cols. 45 ; Hocking 46 ; Nagda e Koontz 47 ; Megdal e cols.…”

Section: Qualitativa 36mentioning

confidence: 99%

Trabalho e saúde dos comissários de bordo: uma revisão

Vidotti

Sticca

Silva

et al. 2016

Rev. bras. saúde ocup.

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“…If flight attendants cannot manage their EL, they suffer more EE (Shim and Jeong 2013). Tungtakanpoung and Wyatt (2013) revealed that flight attendants in Thai Airways provided more DA than SA due to their spirituality and cultural values. These studies contended that although flight attendants are trained to deal with passengers' various demands and several difficult situations happened on the plane, it is not easy to restrain their actual emotions and employ EL appropriately, resulting in EE.…”

Section: Emotional Labor (El)mentioning

confidence: 99%

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Jeon

2015

Serv Bus

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Previous studies have shown that the success of airlines depends heavily on the quality of in-flight services provided by flight attendants. The performance of flight attendants is primarily based on their emotional intelligence (EI). Thus, airlines endeavor to recruit flight attendants with high EI and also conduct continuous EI training even after their recruitment. To meet the demand of excellent flight attendants, a number of universities and colleges have established airline service programs. This study examines the relationships among EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service (CCS) among preflight attendants in the undergraduate airline service programs. The results of the study revealed that the better pre-flight attendants understand their emotions and use them appropriately, the more they display their true emotions and modify their bad feelings to desirable emotions required for effective in-flight customer services. Also, the more pre-flight attendants employ EL, the more exhausted they are emotionally. As the first study on pre-flight attendants' EI, this study contributes to the existing body of knowledge on EI, EL, EE, and CCS. The findings of the study also provide practical implications that effective assessment and education of EI by university-based airline service programs can contribute to service excellence of airlines.

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“…Increasingly, we observe that airlines bring forth Btheir respective cultures to differentiate their brand^in a homogenized world of fierce competition (Clark 2013;Tungtakanpoung and Wyatt 2013). For example, Air France offers a long menu of wines to their passengers during the flight.…”

Section: Introductionmentioning

confidence: 99%

“…For example, Air France offers a long menu of wines to their passengers during the flight. Similarly, Thai Airways flight attendants proudly act out BThai cultural values underpinned by Buddhist spirituality^ (Tungtakanpoung and Wyatt 2013). Yet, it is unclear whether such differentiation necessarily implies a better level of service quality compared to the rest of the world.…”

Section: Introductionmentioning

confidence: 99%

“…Hence, in this paper, we use an objective quality evaluation from a provider's point of view to understand the impact of culture on the actual service delivery performance and Bhow work is done.Â irlines have attracted considerable attention from a cultural standpoint. There are studies that investigate implications of national culture on airline crew behavior (e.g., Merriti and Helmreich 1996;Lorenzoni and Lewis 2004;Tungtakanpoung and Wyatt 2013) and on airlines' information delivery choices (Gnanlet and Yayla-Kullu 2014). There are a number of studies that Bvalidate Hofstede's national culture characteristics with commercial airline pilots and students^ (Hofstede 2014).…”

Section: Introductionmentioning

confidence: 99%

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Impact of national culture on airline operations

et al. 2015

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Organizations absorb their nations' culture, norms, and beliefs; and therefore culture has unbeknownst influence on the process of service design and delivery. In this paper, we test the role of a nation's culture on airline service quality. We use a non-perceptual global, airline dataset where cultural differences are measured by Hofstede's and the GLOBE project's national characteristics. As indicators of service quality, we use assessments of an independent evaluation agency. We find that cultures that place high value on future orientation provide higher quality airline services. On the other hand, cultures that are high in individualism and uncertainty avoidance tend to perform poorly. High individualism might impair true concern for passenger welfare, and high uncertainty avoidance means that employees are apprehensive towards the constant changes and fine-tuning necessary in airline services. We also determine that the implications of national culture may vary by passenger segments identified by cabin types.

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Spirituality and cultural values in the reported cognitions of female cabin attendants on Thai Airways

Cited by 18 publications

References 9 publications

Trabalho e saúde dos comissários de bordo: uma revisão

Trabalho e saúde dos comissários de bordo: uma revisão

The effect of pre-flight attendants’ emotional intelligence, emotional labor, and emotional exhaustion on commitment to customer service

Impact of national culture on airline operations

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