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Due to the globalization of the airline industry, global airlines are focusing human resource management on diversity strategies and employing flight attendants of various races. Multinational flight attendants have brought many positive results; conversely, discrimination has led to negative phenomena such as racism. Nevertheless, research focusing on global airline racism in tourism studies is unprecedented. Therefore, the purpose of this study is to develop a modern racism scale rating the discrimination perceived by Asian female flight attendants on global airlines. It was developed following Churchill’s eight steps (1979). This study derived measurement items through a literature review, in-depth interviews, first and second expert surveys, and a preliminary survey. These items were developed on a scale through a validity and reliability assessment and were finally confirmed as six dimensions and 24 measurement items. Lastly, research implications were discussed.
Myoungjin Yu; Sunghyup Hyun. Development of Modern Racism Scale in Global Airlines: A Study of Asian Female Flight Attendants. International Journal of Environmental Research and Public Health 2021, 18, 2688 .
AMA StyleMyoungjin Yu, Sunghyup Hyun. Development of Modern Racism Scale in Global Airlines: A Study of Asian Female Flight Attendants. International Journal of Environmental Research and Public Health. 2021; 18 (5):2688.
Chicago/Turabian StyleMyoungjin Yu; Sunghyup Hyun. 2021. "Development of Modern Racism Scale in Global Airlines: A Study of Asian Female Flight Attendants." International Journal of Environmental Research and Public Health 18, no. 5: 2688.
This study applied a service performance (SERVPERF) model to measure service quality and used a quantitative method for testing four research hypotheses. This research aims to examine the impacts of foreign flight attendants’ service quality on behavioral intention toward their home country. As a result, the service touch of foreign flight attendants was influenced by curiosity, image, and behavioral intention toward their home country. Thus, this is an important finding that flight attendants conduct a crucial role not only for the airline but also for tourism in their home country. And empathy was found to be the most important dimension of service quality when a flight attendant offered a service to foreigners. This dimension was related to individual attention and communication skills. However, the limitation of this study is that the respondents were passengers of only one nationality; further research should, therefore, include a more diverse range of nationalities.
Myoungjin Yu; Sunghyup Sean Hyun. The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model. Sustainability 2019, 11, 4136 .
AMA StyleMyoungjin Yu, Sunghyup Sean Hyun. The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model. Sustainability. 2019; 11 (15):4136.
Chicago/Turabian StyleMyoungjin Yu; Sunghyup Sean Hyun. 2019. "The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model." Sustainability 11, no. 15: 4136.