A Study of International Airline on Relationship among Organizational Culture and Service Attitude of Flight Attendants

• Main Authors: Shu-Hui Tseng, 曾淑慧
• Other Authors: Chia-Yu Chen
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/32768370140217266743

碩士 === 世新大學 === 觀光學研究所(含碩專班) === 93 === This study aimed to investigate the relations and influences of organizational culture and service attitude of the flight attendants on international route. The questionnaires were distributed to 400 flight attendants worked for the China Airlines and Eva Airways. The were 362 usable questionnaires were collected and the research results indicated as follow: Different age and working seniority were found to have significant differences on cognition of organizational culture. Meanwhile, different gender of company employed of flight attendants served were found to have the significant different on cognition of service attitude. In addition, the research findings also showed that there were positive relationship between organizational culture and service attitude. Team work and working ssniotity as factors of organizational cultures were proved to have significant prediction on the recognition of service attitude for surveyed flight attendants. The research also provided perceptions of flight attendants on organizational culture of two airlines and some suggestions to improve service quality on the view point of organizational culture.