Tecrübeli ve Sinyor Kabin Görevlileri Kapsamında Kabin Ekibi Çatışma Yöntemleri: Bir Havayolunda Kalitatif Araştırma

Abstract

An airline’s profitability and sustainability are closely related to the level of perceived service quality by passengers. Investigating the attitudes and behaviors of cabin attendants with different experience and seniority and determining the conflict methods adopted by cabin chiefs is important in the mean of keeping perceived service quality at a high level by ensuring harmony within the crew. In the literature, there are not enough studies on conflict management applied in cabin crews. Research has carried by using qualitative method in a private airline in Turkey. Semi-structured interviews were conducted with cabin chiefs with at least two years of cabin chief experience by using the deliberate sampling method. Experienced cabin crews, who transferred from different airlines, contribute to the increase of service quality by helping to crew with their experience while senior cabin crews who could not *- Doktora be promoted to the cabin chief position can decrease of crew’s harmony and the perceived quality of service. The cabin chiefs, who are younger and less experienced than the experienced and senior cabin attendants, adopt the conflict method of being compromising for experienced cabin attendants and dominating for senior cabin attendants. To contribute to increasing the service quality by reducing the level of conflict, the cabin chief and cabin attendants’ age and experiences should take into account in the cabin crew planning activities.