![]() ![]() The introduction of the new procedures with the revision of the existing procedures meant that flight attendants had to devote more in-flight time to safety and security procedures. However, after 9/11, new security procedures began to be developed and implemented, and existing safety and security procedures were modified and received increased emphasis. Consequently, the cabin crew was reduced on some aircraft. Fewer amenities required fewer flight attendants. air carriers were forced to reduce their operating costs, which they accomplished in part by eliminating some on-board amenities, such as hot meals in the main cabin on domestic flights. Flight attendants who fail to meet the performance standards might receive a letter of reprimand, have disciplinary hearings, or in cases of repeated failures to meet the standards, lose their jobs.Īfter 9/11, demand for air travel decreased and many U.S. These individuals are not identified to the crew as management, and the crew does not know that their performance is being evaluated. Passenger service managers periodically fly as passengers on regularly scheduled flights and record the crew's performance. The standards typically are deadlines that specify a time by which a specific activity must be completed. To ensure that their in-flight service is attentive and prompt, some air carriers have established performance standards for the cabin crew and evaluate crews based on these standards. High-quality passenger service can provide a competitive advantage for an air carrier, distinguishing it from its competitors and generating customer loyalty ( Morgan & Nickson, 2001). Passenger service duties include such activities as serving meals and beverages and responding to passenger requests. Security duties are primarily concerned with ensuring that no foreign objects are on board and that no activities occur that would interfere with the normal progress of the flight. Additionally, the aisles must be kept clear to minimize tripping hazards. If there are injuries or illnesses, the flight attendants must deal with these according to the air carrier's procedures. Similarly, service items and trash must be stowed properly to prevent these items from flying about the cabin during turbulence or during takeoff and landing. Flight attendants must ensure that passengers are seated with their seat belts fastened during turbulence so that they cannot be injured by being thrown about the cabin. The safety duties are concerned with ensuring that no one is injured during a flight. The in-flight duties of cabin crew can be grouped into three major categories: safety, security, and passenger service. This article begins to address this gap by focusing on in-flight duties and factors that affect their performance. ![]() Surprisingly, little research has been concerned with the job itself, identifying the activities a flight attendant performs and the factors affecting that performance. A few studies address organizational factors-the lack of a clear career path, limited job resources, and lack of immediate supervision-that contribute to stress and turnover ( Chen & Chen, 2012 Liang & Hsieh, 2005). Other research has examined how aspects of the job-extended time away from home, irregular work schedules, long hours, and difficult passengers- contribute to work-related stress, psychological well-being, and job dissatisfaction ( Avers, King, Nesthus, Thomas, & Banks, 2009 Avers et al., 2011 Gunnarsdottir, Sveinsdottir, Bernburg, Fridriksdottir, & Tomasson, 2006 Liang & Hsieh, 2005 Salinger, Jesilow, Pontell, & Geis, 1985). Among the factors investigated are circadian dysrhythmia, recycled air, fatigue, shifting work schedules, radiation exposure, and the lifting and handling of heavy objects ( Ballard, Lagorio, De Angelis, & Verdecchia, 2000 Dresel & Boutros, 2001 Griffiths & Powell, 2012 Lauria, Ballard, Caldora, Mazzani, & Verdecchia, 2006 Schaub et al., 2007 Sharam, 2007 Suvanto, Partinen, Harma, & Ilmarinen, 1990). Much of this research has been concerned with work-related factors that might adversely affect the flight attendants’ health. A significant amount of research has been conducted on flight attendants over approximately the last 20 years. ![]()
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