International Journal of Aviation Management (2 papers in press)
Consumers from India and The United States Have Differing Views of Flight Attendants
by Rian Mehta, Natasha Rao, Ethan Labonte, Stephen Rice, Deborah Carstens, Sierra Gaenicke
Abstract: Airlines are continuously working to enhance inflight services to create a superior customer user experience. Flight attendants play an important role in the customers travel experiences. Flight attendants have the most interaction with the passengers, which directly impacts the passengers flight experience. The purpose of the present study is to assess the cultural differences of trust, if any, between Indians and Americans with respect to the age and gender of flight attendants. Analyzing this aspect of trust is performed through manipulating the age and gender of the flight attendant. A cross cultural analysis comparing data from both Indian and American participants was conducted specifically asking participants to rate their levels of trust in flight attendants described as male or female, and either 25 or 55 years of age. The results and the practical application of the study are discussed that resulted in useful findings for the aviation industry.
Keywords: trust; flight attendants; age; gender.
Special Issue on: ATRS 2016 Conference Selected topics on Air Transport Economics and Management
How Does Aviation Industry Measure Safety Performance? Current Practice and Limitations
by Steffen Kaspers, Nektarios Karanikas, Alfred Roelen, Selma Piric, Robert J. De Boer
Abstract: In this paper we present a review of existing aviation safety metrics and we lay the foundation for our four-years research project entitled Measuring Safety in Aviation Developing Metrics for Safety Management Systems. We reviewed state-of-the-art literature, relevant standards and regulations, and industry practice. We identified that the long-established view on safety as absence of losses has limited the measurement of safety performance to indicators of adverse events (e.g., accident and incident rates). However, taking into account the sparsity of incidents and accidents compared to the amount of aviation operations, and the recent shift from compliance to performance based approach to safety management, the exclusive use of outcomes metrics does not suffice to further improve safety and establish a proactive monitoring of safety performance. Although the academia and aviation industry have recognized the need to use activity indicators for evaluating how safety management processes perform, and various process metrics have been developed, those have not yet become part of safety performance assessment. This is partly attributed to the lack of empirical evidence about the relation between safety proxies and safety outcomes, and the diversity of safety models used to depict safety management processes (i.e. root-cause, epidemiological or systemic models). This, in turn, has resulted to the development of many safety process metrics, which, however, have not been thoroughly tested against the quality criteria referred in literature, such as validity, reliability and practicality.
Keywords: Safety Management; Safety Performance; Safety Indicators.