Hassles of cabin crew: An exploratory study. (June 2020)

• Record Type: Journal Article
• Authors: Tsaur, Sheng-Hshiung; Hsu, Fu-Sung; Kung, Li-Hua
• Is Part Of: Journal of air transport management. Volume 85(2020)
• Publication Date: 2020-06
• Subjects: Hassles -- Cabin crew -- Content analysis -- Job hassles -- Peer interaction hassles -- Passenger service hassles -- Personal hassles; Airlines -- Management -- Periodicals; Aeronautics, Commercial -- Management -- Periodicals; 387.7068
• DOI: 10.1016/j.jairtraman.2020.101812
• Languages: English
• ISSNs: 0969-6997

Abstract

Abstract: The purpose of this study was to explore the hassles of cabin crew. Based on content analysis, this study extracted four themes of hassles: job hassles, peer interaction hassles, passenger service hassles, and personal hassles. Job hassles come from the gap between work standards and practical operations, inadequate service capacities of aircraft facility, irregular work schedules, and emergencies. Peer interaction hassles include uneven work assignments among cabin crew, poor work cohesion among cabin crew, and poor work cohesion between cockpit crew and cabin crew. Passenger service hassles come from verbal and physical violence toward the cabin crew, sexual harassment toward the cabin crew, theft situations on night flights, and passengers concealing infectious diseases. Personal hassles include work-family conflicts and physical health problems. The findings of this study provided a further understanding on hassle experiences on cabin crew. Highlights: This study extracted four themes of cabin crew's hassles: job hassles, peer interaction hassles, passenger service hassles, and personal hassles. Job hassles come from the gap between work standards and practical operations, inadequate service capacities of aircraft facility, irregular work schedules, and emergencies. Peer interaction hassles include uneven work assignments among cabin crew, poor work cohesion among cabin crew, and poor work cohesion between cockpit crew and cabin crew. Passenger service hassles come from verbal and physical violence toward the cabin crew, sexual harassment toward the air crew, theft situations on night flights, and passengers concealing infectious diseases. Personal hassles include work-family conflicts and physical health problems.