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題 名 | 應用羅序模式探討華籍空服員處理滋擾乘客之應變能力與難度研究=Applying the Rasch Measurement to Explore the Abilities and Difficulties of Chinese Cabin Crew in Airlines in Terms of Handing the Unruly Passengers |
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作 者 | 楊政樺; 萬光滿; 李郁潔; | 書刊名 | 航空太空及民航學刊. 系列B |
卷 期 | 42:1 2010.04[民99.04] |
頁 次 | 頁55-65 |
分類號 | 557.9 |
關鍵詞 | 滋擾乘客; 空服員; 潛在特質; 羅序模式; 焦點團體訪談法; Unruly passengers; Cabin crews; Latent traits; Rasch model; Focus group interviews; |
語 文 | 中文(Chinese) |
中文摘要 | 無論發生頻率或個案傷害程度,滋擾事件均有增高趨勢。空服員處理滋擾乘客的感認能力與難度,是一種無法觀察並直接量測的潛在特質。本研究依據文獻資料及焦點團體訪談草擬問卷,並應用心理量測與教育測驗領域常被用來衡量人類潛在特質的羅序模式進行分析。實證顯示,最難處理的滋擾類型依序爲「精神狀況不佳者」、「仗勢欺人者」與「酗酒及機上酒醉」。繼而,將受測者能力與試題難度置諸同一量尺以圖像概念進行參照比較,並探究社經變數的分析差異。依分析結果歸納五項建議:1.乘客行前教育與防錯措施。2.借鑒他國,強化法治宣導。3.建立共享的滋擾乘客資料庫。4.安排複訓課程,強化應變能力與情緒調節能力。5.強化組員支持及安全爲先。本文可望提供業者改善教育訓練、現場危機處理及服務補救策略參考,期能降低客艙異常事件,增進飛航安全。 |
英文摘要 | Air rages often happened in cabin service; both the trends of frequency and the extent of injury have been increased. Cabin crews' self-perceived ability of dealing with these unruly passengers, in nature, is a trait that cannot be observed and measured directly. Qualitative (focus group interview) and quantitative (questionnaire survey) methods of research were conducted to data collection and analysis. Additionally, apply the "Rasch model" to measure the "latent traits". Results showed that 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 the respondents' 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. Practice recommendations are as followed: 1. Education before departure and error proofing for the passengers. 2. Acquisition of abroad previous experience to reinforce the local legal knowledge. 3. Establishment of sharable unruly passengers' database. 4. Re-training courses, reinforcement of ability to deal with emergency and emotional adjustment ability. 5. Enhance organizational support and continuing safety commitment. The study provided reference to airlines' on improve their education and training, crisis management mechanism on site, and service recovery strategies to reduce the cabin abnormal events and to promote flight safety. |
本系統中英文摘要資訊取自各篇刊載內容。