Institute of Transportation, MOTC

Juan-juan You，2007.07
Feng Chia University

　　Service is an apparent performance of serving straight from the heart, whose quality is deeply influenced by flight attendants’ attitude in working. However, shift-scheduling will affect flight attendants’ working. Once if shift-scheduling alternative does not meet the demand of flight attendants, it may lead to bad service quality, furthermore, may cause the flight safety problems.

　　Considering the present shift-scheduling system is quite complicated in many factors, such as the aircraft type assignment, qualification of cabin crew in classes, limitation of working and resting hours, gender preference, regulation of all kinds of leave, change of weather and engineering maintenance etc. This research will not discuss how to do the shift-scheduling but only explore the influence on flight attendants by the shift-scheduling system. Hope to enhance the satisfaction with flight attendants by utilizing humanized shift-scheduling system and forward to promote the efficiency of service.

　　The content of this research includes all problems of flight attendants in working, for instance, physical and psychological problems, the present company regulation and working circumstance and so on. Mainly, by means of questionnaire survey to obtain the numerical data, then, analyze the substantial experience of the present shift-scheduling roster. Expect the outcome of this research could be the reference of humanized shift-scheduling system to airline company.