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| Author: | Kang, I. (et al.) |
| Title: | Investicating structural relations affecting the effectivenee of service management |
| Journal: | Tourism Management
2005 : JUN, VOL. 26:3, p. 301-310 |
| Index terms: | Airlines Employee communication Organizational behaviour Trust Co-operation Service Models |
| Language: | eng |
| Abstract: | This article examines the interpersonal relationships btw. cockpit and cabin crews and aims to determine what kind of impacts the relationships have on airline service operation. A total of 365 questionnaires were collected from the cockpit and cabin crews and the results were analysed using exploratory and confirmatory factor analyses and a structural equation model. The various relations btw. factors of balanced power, communication, shared values and trust are discussed. |
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