| Summary: | 碩士 === 高雄餐旅學院 === 旅遊管理研究所 === 97 === Air rages often happened in cabin service; both the trends of frequency and the extent of injury have been increased. In recent years, occurrence such as carrier’s sexually harass against cabin crew, the use of electronic equipment, disorder the law and order on the aero plane caused by intoxication, etc. emerged one after another. It can''t manifest these passengers demeanors have harmed aviation safety if these passengers were just referred as irrational passengers.
However, Cabin crews’ self-perceived ability of dealing with these Unruly passengers, in nature, is a trait that cannot be observed and measured directly.This study intends to apply the “Rasch model” that is applied in the fields of psychometrics and educational testing to measure the “latent traits” of humans to analyze, Empirical results showed that the cabin crew think the most intractable passengers were “passengers who on poor mental conditions”, then” A passenger who conceals or avoids providing important information”, and “intoxication and passengers who inebriation on the plane”. Then confer compare the respondent s’ ability and item difficulty by image concepts, and provide the same comparison basis, the difficulty about the self-perceived ability and the degree of difficulty of questions, and compared the differences in respondents abilities from different number of demographic characteristics.
We concluded five recommendations from positive analysis: 1. To strengthen the propaganda and education on passengers. 2. Make appropriate arrangement for training courses. 3. To strengthen the legal norms. 4. To establish a database about unruly passengers. 5. Reengineering the standard operation. The purpose of study was to researches found have discussed the handling guidelines in domestic routes and have sum up the relevant acts and regulations, and provided reference to airways'' on improve their education and training, crisis management mechanism on site, and service recovery strategies, hope to reduce the cabin abnormal events and to promote flight safety.
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