Investigating the selected consequences of boreout among cabin crew

Boreout threatens service workers' well-being and performance at work. However, empirical research about the consequences of boreout among cabin crew is silent. With this realization, our study tests reading of passenger needs and work engagement (WENG) as the two parallel multiple mediators between boreout and service-oriented organizational citizenship behaviors (SOOCBs). Data came from employees in the aviation industry in South Korea. The results from structural equation modeling reveal that cabin crew's perceptions of boreout mitigate their reading of passenger needs, WENG, and SOOCBs. In addition to these findings, both reading of passenger needs and WENG partly mediate the relationship between boreout and SOOCBs. The findings based on the use of the phantom variables suggest that WENG is a more proximal variable to SOOCBs than reading of passenger needs in the association between boreout and SOOCBs. In view of the abovementioned findings, our study offers implications for practice within the penultimate part of the paper.     

Spatially dispersed employee recovery: An airline case study

Employee recovery addresses either employee well-being or management's practices in aiding employees in recovering themselves following a service failure. This paper surveys the cabin crew at a small, European, low-cost carrier and investigates employees' perceptions of management practices to aid personnel achieve service recovery. Employee recovery within service research often focuses on front-line employees that work in a fixed location, however a contribution to the field is made by investigating the recovery of spatially dispersed personnel, such as operational personnel in the transport sector, who have a work place away from a fixed or central location and have minimal management contact. Results suggest that the support employees receive from management, such as recognition, information sharing, training, and strategic awareness are all important for spatially dispersed front-line employees' satisfaction with management's actions and overall employee recovery.     

Paternalistic leadership and cabin crews’ upward safety communication: The motivation of voice behavior

Being the frontline operators in the airline industry, flight attendants constantly obtain and collect first-hand information from their interactions with passengers and other crew members. Their experiences and observations may contribute greatly to airlines' safety management and policy making. It is thus critical to learn how to enhance cabin crews' voice behavior, particularly communicating safety related issues upward through specific leadership styles. The current research aims at the flight attendants working for Taiwanese international airlines. The cabin crew department managers' paternalistic leadership style is adopted to observe how it may trigger cabin crews' different types of voice behavior. This research addresses the following two major questions: 1. What is the motivation for cabin crew to conduct upward safety communication? 2. How does department managers' paternalistic leadership style impact cabin crew's voice behavior? Regression analysis is used to analyze the empirical data collected by the questionnaire survey. The results are applied to provide airlines with practical references for constituting human resource management policies, and the findings also enhance existing literature regarding management applications and employees voice behaviors.     

Detecting passengers' heterogeneity on airlines’ services using SP data

In this paper, the heterogeneity in passengers' perceptions of airlines' services has been investigated by using a Random Parameter Mixed logit model. To calibrate and validate the proposed model, data from a Stated Preferences choice experiments was used. The survey was conducted online and involved the whole population of the University of Calabria (Italy). The experiments were designed by considering the main service attributes characterizing air travellers’ experience in its entirety: before, during, and after the flight. Differently from the previous studies using Stated Preferences survey, two different groups of choice experiments were designed: the former referring to before/after the flight stages, and the last referring to during the flight experience. For each group, specific attributes were considered.Final findings remark that flyers' perceptions on airline's services vary among the different service aspects and among individuals. Specifically, we found that curtesy of cabin crew, space available, temperature, cleanliness, service on board and ticket cost are attributes referring to the during the flight stage of the travel that showed heterogeneity in passenger's perceptions. On the contrary, the attributes referring to the before/after the flight stages for which we detected heterogeneity in passengers' perceptions are waiting time at check-in, delay of flight departure, and ticket cost.     

Using structural equation modeling to predict cabin safety outcomes among Taiwanese airlines

The aim of the study was to examine the relationship between safety culture (e.g. management commitment, various work environment factors) and flight attendant safety performance (e.g. rule compliance, crewmember involvement and participation, accident investigation, injury incidence). A comprehensive questionnaire was derived from the Loughborough University “Safety Climate Assessment Toolkit” and several similar surveys. Additional items were designed for an airline cabin work environment. The questionnaire was distributed to four major Taiwanese national airlines and achieved a valid response rate of 84.65%. Structural equation modeling was used to test a hypothesized model concerning safety culture and cabin safety performance. A variety of fit indices confirmed the overall model fit but not all of the paths in the model were statistically significant. The findings show that safety culture was a predictor of cabin safety outcomes. The results indicated that high management commitment was significantly related to high crewmember participation, and that safe cabin work environment was significantly related to crewmember’s individual behavior. However, the findings showed no relationship between management commitment and injury incidence which means injury incidence might not be predicted by management commitment.     

Outcomes of job crafting among flight attendants

Underpinned by Job Demands-Resources theory, our study proposes and tests a conceptual model that examines the outcomes of job crafting among flight attendants. Specifically, our study links job crafting, as manifested by increasing structural job resources, increasing social job resources, and increasing challenging job demands, to quitting intentions and service recovery performance through work engagement. Our study used a time-lagged design and multiple sources of data. The results from structural equation modeling reveal that job crafting fosters flight attendants' work engagement and service recovery performance. As hypothesized, work engagement alleviates quitting intentions. Consistent with our prediction, work engagement mediates the influence of job crafting on quitting intentions. Contrary to what has been hypothesized, the empirical data do not lend any support to the mediating role of work engagement in the relationship between job crafting and service recovery performance.     

The impact of an aircraft's service environment on perceptions of in-flight food quality

Airlines are currently striving to improve the quality and quantity of in-flight food, because research has shown that catering is a key attribute for a customer's satisfaction with airline service quality. But the role of an airline's service environment in forming customer perceptions about food quality has not yet been properly investigated. Using electronic word-of-mouth data from N = 3996 airline passengers, this study deploys a linear regression model at multiple levels to relate perceived in-flight food quality with both the overall service environment and its formative components. The results clearly unveil the importance of an aircraft's service environment on perceived in-flight catering quality; perceptions of food quality are primarily influenced by the quality of cabin staff service, followed by entertainment and seat quality. Instead of continuing with the current practice of signing up top chefs to improve menus, airlines may instead consider putting their management focus on service improvements.     

基于耦合效应的高速铁路安全体系研究

根据高速铁路的行车特点论述其存在的安全问题。从人、列车、轨道及行车环境之间的耦合效应分析高速铁路行车安全系统要素,将机车乘务员的作业能力与作业要求两种因素作用下造成的行车事故隐患分为8种类型。并初步构建我国高速铁路的行车事故预防体系、行车安全保障体系和行车事故救援体系。     

The working poor and what GIS reveals about the possibilities of public transit

This study uses GIS to examine the constrained daily geographies of working poor women in order to assist transportation planners in understanding underserved populations and identifying gaps in transit service. Through interviews and travel diaries, I have uncovered constraints on daily travel in a sprawling, medium-size American city (Knoxville, Tennessee). This study undermines the too-optimistic assumptions generated by analyses of aggregate-level data, in that the transition from welfare to work will not be as smooth, nor as uniform, as aggregate data indicate. Based on this research, I recommend increased investment in car ownership and related assistance. Access to cars will not only increase working poor women’s daily mobilities, but also their job opportunities, overall earnings, and – ultimately – their successful and permanent transitions from welfare to sufficient and satisfying work.     

Investigating passengers’ intentions to use technology-based self check-in services

As more and more airlines have introduced technology-based self check-in services, it has become increasingly important to understand the factors affecting airline passengers’ attitudes toward this new form of check-in services and also their intentions, especially from Asian passengers’ perspectives. An empirical study was conducted among Taiwanese airline passengers using the technology acceptance model (TAM) as the basic research model while considering additional factors for further analysis such as external stimuli, perceived service quality, perceived behavioral control, need for service, and perceived risk. The findings revealed that attitude and external stimuli best explain passengers’ behavioral intentions to use the kiosks, whereas perceived usefulness and perceived ease of use have little effect on their intentions. These findings suggest that airlines in Taiwan should persuade passengers to acquire a more positive attitude toward the new check-in kiosks and should consider implementation of incentive strategies in encouraging passengers to adopt the self check-in service.     

The effect of management practices on aircraft incidents

Many models have been put forward in order to examine the human factors in aircraft accidents and incidents. Human Factors Analysis and Classification System (HFACS) which is the most widely used in literature is one of these models. HFACS is based on Reason's Swiss Cheese Model. The biggest disadvantage of the Reason's model is its post-accident applicability. Mostly HFACS aviation applications are usually based on accident data. This is a reagent (result-focused) approach. In this study, however, HFACS which is an improved version of Reason's model, was applied to aircraft incidents that did not result in an accident. This is a proactive approach. Thus, with this approach, the biggest disadvantage of Reason's model is turned into an advantage. In addition, a realistic application of this approach has been demonstrated in this study, focusing on aircraft incidents that took place between 2000 and 2018. The year 2000 forms a milestone in the manufacture of more technically advanced aircraft models which significantly reduced occurrence of technical errors in aircrafts, hence the choice of 2000 as base year. A total of 328 aircraft incident reports from the National Transportation Safety Board (NTSB) database were studied and among these reports cockpit crew related incidents were analyzed using HFACS. As a result of the analyzes, the root causes of incidents have been identified. In addition, unlike traditional HFACS analysis, the relationship between errors occurred at management levels of HFACS and the unsafe acts of the cockpit crew in aircraft incidents was statistically revealed.     

The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective

The objective of this study is to examine the impact of service quality by adopting AIRQUAL model and price on passengers' loyalty through the linkage of passengers' satisfaction toward low-cost airlines from the perspective of Southeast Asia. With 200 questionnaires analyzed, the results suggest that service quality and price have a positive significant impact on passenger satisfaction, and as a result lead to passengers’ loyalty. Besides, the findings of this research also confirm the mediating role of customer satisfaction between service quality and loyalty, price and loyalty separately, which implies that customer satisfaction is a vital factor for an LCCs to survive in such a highly competitive aviation market.     

The spatial and temporal variation in passenger service rate and its impact on train dwell time: A time-series clustering approach using dynamic time warping

This study aims to improve the understanding of the underlying mechanism of passenger boarding and alighting processes, as well as its potential influence on train dwell time and train operation. Empirical data collected from one of busiest metro stations in Seoul, Korea, demonstrates the spatial and temporal variation in the passenger service rate, as a result of interference between boarding, alighting, and standing passengers. This study postulates that the level of interference can be associated with the train car occupancy and the proximity of train door to entry points, as waiting passengers tend to cluster near the platform entries. A unique temporal service rate curve is derived from each door location. We introduce Dynamic Time Warping for similarity assessment and clustering. It revealed four groups of train doors showing distinct shapes of curve from each platform. The first cluster includes the train doors located closest to the platform entry points where the initial service rate is drastically impeded by severe inference among passengers. The level of interference gradually diminishes as the door is located farther away from the entry points, but the overall service rate decreases as well. A passenger service time model is derived to include the cluster variable. To test its significance, the prediction capability of the model is presented with and without the cluster variable. The results of this study may be used to guide waiting passengers along the platform to minimize interference and to avoid serious disruption during passenger service time.     

Aircraft turnaround time estimation in early design phases: Simulation tools development and application to the case of box-wing architecture

This work deals with the problem of estimating the turnaround time in the early stages of aircraft design. The turnaround time has a significant impact in terms of marketability and value creation potential of an aircraft and, for this reason, it should be considered as an important driver of fuselage and cabin design decisions. Estimating the turnaround time during the early stages of aircraft design is therefore an essential task. This task becomes even more decisive when designers explore unconventional aircraft architectures or, in general, are still evaluating the fuselage design and its internal layout. In particular, it is of paramount importance to properly estimate the boarding and deboarding times, which contribute for up the 40% to the overall turnaround time. For this purpose, a tool, called SimBaD, has been developed and validated with publicly available data for existing aircraft of different classes. In order to demonstrate SimBaD capability of evaluating the influence of fuselage and cabin features on the turnaround time, its application to an unconventional box-wing aircraft architecture, known as PrandtlPlane, is presented as case study. Finally, considering standard scenarios provided by aircraft manufacturers, a comparison between the turnaround time of the PrandtlPlane and the turnaround time of a conventional competitor aircraft is presented.     

An Empirical Analysis of Synthesizing the Effects of Festival Quality,Emotion, Festival Image and Festival Satisfaction on Festival Loyalty: A Case Study of Macau Food Festival

This study aims to examine the interrelationships among the festival quality dimensions, festival quality, emotion, festival image, festival satisfaction and festival loyalty. Analysis of data from 454 attendees in the 12^th Macau Food Festival indicates that the proposed model fits the data. The result of this study will assist festival management in developing and implementing market‐orientated service strategies to increase quality and image, and enhance the emotion and satisfaction of attendees in order to attain their loyalty toward food festivals. Copyright © 2014 John Wiley & Sons, Ltd.     

Home as a communication hub: the domestic use of ICT

With the rapidly increasing ease of access to the Internet in people’s homes, more and more of our everyday activities are being carried out online. While the home has become what might be called a communication hub, open to question is the impact this virtual mobility is having on our physical mobility. The questions we address in this article concern the extent to which network communication is carried out in our homes and this in relation to (1) activities that demand transport, (2) those of us who utilize these options, and (3) the virtual and physical mobility/communication patterns. Data from a nationwide Norwegian sample are utilized in investigating these questions. The dataset comprises 2700 respondents with access to the Internet at home and who answered questions about daily travel and home-based use of information and communication technology (ICT) for purposes such as information-seeking, shopping, paid work, net-banking, chatting and playing games. The analysis indicates that while use of the Internet for many of these activities is common, it varies between groups. We discuss whether virtual activities have physical equivalents – physical twins - or whether these come in addition to previous equivalent activities. It is shown that the relation between virtual and physical mobility varies depending on type of activity and social group, but, overall, that is not very strong. One possible explanation is that many new ICT services and applications do not have as clear-cut functional equivalents – or physical twins – as many of the earlier ICT technologies had, and, if true, will make it increasingly difficult to track down the interplay between transport and communication.     

Some lessons from incentive theory: Promoting quality in bus transport

While service quality is an important problem in bus transport services, few transport authorities have considered the solution of modifying their concession contracts. This paper proposes imitating market-oriented solutions from private franchise chains to increase the service quality offered by transport operators, solutions that include the threat of losing rents or quasi-rents to stop franchisee opportunism. The study bases its arguments on the complementarities between different control mechanisms and the similarities between franchise and concession contracts. Similarly, the paper proposes linking the renewal of concession contracts to the administrative reputation of operators (measured by customer feedback on service quality). The study also provides details on the implementation of such an incentive system.     

Cultural and behavioral differences: tour guides gazing at tourists

The aim of this exploratory study is to describe, examine, and analyze the manner in which tour guides in Israel gaze at the groups of foreign tourists they lead, in light of their close familiarity and cumulative experience with them. How do Israeli tour guides view different types of tourists, tourist behaviors, and tourist worldviews? The concept of ‘gaze’ refers to the manner in which people view the world around them. When a gaze is focused, it may include both visual and nonvisual elements. The study methodology is based on a grounded theory approach and on in-depth interviews with Israeli tour guides regarding their attitudes toward and perceptions and images of the tourists in their groups. The study proposes a model of five complementary gazes that develop over time, which depicts the processes and elements that help shape how hosts understand the tourists with whom they come in contact. Although the model was based on findings generated by interviews with Israeli tour guides, who are professional hosts, it may also be applicable to other kinds of hosts in different contexts.     

Red Palm: exploring service quality and servicescape of the best backpacker hostel in Asia

The Red Palm was voted the best backpacker's hostel in Asia for 2006. This study explores the reasons behind this phenomenal achievement by examining service quality and servicescape of the establishment. Using NVIVO software, data from 192 website comments and eighteen in-depth interviews were content-analysed. The results show that the most important dimension of service quality experience with the Red Palm is tangibles, followed by empathy and assurance. The most important tangible elements of the Red Palm are facilities and equipment, location and the atmosphere of friendliness, welcome and homeliness, and cleanliness. The excellent staff elements include their courtesy, individualised attention and willingness to help. The paper also presents the illustration of Bitner's [(1992). Servicescapes: The impact of physical surroundings on customers and employees. The Journal of Marketing, 56(2), 57–71] servicescape framework in relation to the Red Palm.     

A GIS-based time-geographic approach of studying individual activities and interactions in a hybrid physical–virtual space

Modern information and communication technologies (ICT) are changing human activity and travel patterns that could have significant implications to our everyday lives and the human organization of space. Time geography, which examines human activities under various constraints in a space–time context, provides a useful framework to analyze the complex spatio-temporal relationships among activities and interactions taking place in both physical and virtual spaces. However, virtual activities and interactions conducted via ICT have characteristics that cannot be properly represented and analyzed under the classical time-geographic framework. This paper extends classical time-geographic concepts to accommodate the needs of representing and analyzing all activities and interactions in a hybrid physical–virtual space. In addition, this paper presents a space–time geographic information system (GIS) design that is capable of organizing complex activity and interaction data as spatio-temporal processes in an integrated space–time environment. This space–time GIS design offers a useful analytical environment for researchers to study increasingly dynamic human activity and travel patterns in today’s society and their implications toward changing travel demand patterns from both spatial and temporal perspectives.