QR Code Link : Type : Thesis Subject : Business, Marketing Management Main Author : Camelia Binti Abdul Rahim Title : Behind That Smile: Examining the Impact of Passenger and Colleague Bullying on Cabin Crew Service Quality and Passenger Satisfaction. Content Type : still image (rdacontent) Media Type : computer (rdamedia) Carrier Type : online resource (rdacarrier)

Place of Production : Kuala Lumpur Publisher : Tun Razak Graduate School Year of Publication : October 2024 Physical Description : ill, 138 pages Notes : Research Project Submitted in Partial Fulfillment of the Requirements for the Degree of Masters in Management Universiti Tun Abdul Razak Corporate Name : UNIRAZAK Library PDF Full Text : Login required to access this item.

Abstract : UNIRAZAK Library

This study explores the effects of passenger and colleague bullying on cabin crew service quality and passenger satisfaction in Malaysia’s aviation industry, employing the Job Demands-Resources (JD-R) Theory and Affective Events Theory (AET). A quantitative cross-sectional survey was conducted with 152 cabin crew members, and the data was analyzed using multiple regression and mediation analysis through SPSS. The results reveal that both passenger and colleague bullying significantly diminish cabin crew service quality, which, in turn, negatively affects passenger satisfaction. Bullying from passengers was found to be more prevalent than colleague bullying, but both forms have a profound impact on the emotional well-being and job performance of cabin crew. Based on the findings, this study offers several practical and policy recommendations for airline management. Key practical recommendations include implementing comprehensive antibullying policies, enhancing employee support systems, and providing regular conflict resolution and stress management training. Airlines are encouraged to adopt robust monitoring mechanisms to ensure that service quality is consistently maintained. Furthermore, policy recommendations emphasize the need for industry-wide standards that enforce employee protection laws, regular audits of workplace culture, and penalties for non-compliance. Passenger awareness campaigns should also be introduced to foster a respectful environment for cabin crew. These strategies aim to improve the working conditions of cabin crew members, ensuring higher service quality and ultimately enhancing passenger satisfaction. The study contributes to the limited research on workplace bullying in the aviation industry and offers actionable solutions to mitigate its adverse effects on service delivery and employee well-being.

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