Browsing by Author "van Blommestein, Claudia Bernice"

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    Service delivery in a physically restricted service environment : the case of airline flight attendants
    (Stellenbosch : Stellenbosch University, 2022-12) van Blommestein, Claudia Bernice; Boshoff, Christo; Stellenbosch University. Faculty of Economic and Management Sciences. Dept of Business Management.
    ENGLISH SUMMARY: International flight attendants’ main responsibilities during a commercial flight are safety, security, and service delivery. This study focussed on the service delivery (which included the service-delivery performance and service-recovery performance) of international flight attendants who are or were formerly employed by four- and five-star full-service airlines. The point of departure was the notion that factors influencing international flight attendants’ service-delivery and service-recovery performance are unique compared to the factors that influence other frontline employees’ service-delivery and service-recovery performance, such as hotel front desk staff, frontline banking employees, nurses and/or receptionists. Against this background, two theoretical models are proposed illustrating the unique factors that might influence international flight attendants’ service-delivery and service-recovery performance. The two theoretical models were empirically assessed by collecting data from 228 international flight attendants representing 46 countries and 16 four- and five-star full-service airlines. The data was collected using online surveys and the results indicated that customer service training and teamwork significantly influence the service-delivery and service-recovery performance of international flight attendants. In addition, the role of fatigue was particularly important in this study. Working conditions, (which included company service delivery expectations, limited physical space, and limited time/time pressure) and unreasonably demanding passengers increased the levels of fatigue among flight attendants, whereas job experience reduced their levels of fatigue. In conclusion, four- and five-star full-service airlines can improve the working environment of international flight attendants by providing adequate customer service training, promoting teamwork among the crew, decreasing flying hours, increasing resting times, facilitating support workshops, reducing certain in-flight services, and exerting their best efforts to retain experienced crew members. Finally, by enhancing the overall health and well-being of international flight attendants, airlines can not only increase the crew’s performance but also increase the performance and profitability of the airline itself.