應用羅序模式探討華籍客艙組員處理滋擾乘客之應變能力與困難度研究

Applying the Rasch Measurement to Explore the Chinese Airlines’ Cabin crews’ Ability and Difficulties for Handling the Unruly Passengers during Service Encounters

李郁潔(Yu-Chieh Lee)

指導教授 ： 楊政樺

國立高雄餐旅大學/餐旅學院/旅遊管理研究所/碩士(2009年)

摘要

滋擾事件於客艙服務中時有所聞，無論是發生頻率或個案傷害程度均有增高之趨勢，近年來乘客性騷擾客艙組員、使用電子設備、酒醉鬧機等事件層出不窮，此類乘客若純以非理性旅客稱之，恐難充份表現乘客行為已達危害飛安程度。
然而，客艙組員處理這些乘客的能力與困難度，本質上是一種無法觀察並直接量測的特質。因此，本研究應用在心理量測與教育測驗領域常被用來衡量人類某種「潛在特質」的「羅序模式」從事資料分析。實證結果發現，客艙組員認為最難處理的滋擾乘客類型依序為「精神狀況不佳者」、「仗勢欺人者」與「酗酒及機上酒醉」。繼而，將受測者的能力與試題難度以圖像概念進行參照比較，藉由同一量尺上的比較基礎從事感認能力與題項困難度的觀察，並從各項人口區隔變數比較受測者的能力差異。
從實證分析結果歸納五項建議：1.加強對旅行大眾的宣傳教育。2.適當安排複訓課程。3.加強法律規範。4.建立滋擾乘客資料庫。5.標準作業流程再造。本文藉由研究發現探討業界處理準則並歸納相關法規，提供航空公司作為改善教育訓練、現場危機處理及服務補救策略之參考，期能降低客艙異常事件，增進飛航安全。

關鍵字

滋擾乘客 ； 客艙組員潛在特質 ； 羅序模式 ； 焦點團體訪談法

並列摘要

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.

並列關鍵字

Unruly passengers ； Cabin crews ； Latent traits ； Rasch model ； Focus group discussions

參考文獻

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