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ERIC Number: ED514618
Record Type: Non-Journal
Publication Date: 2010
Pages: 168
Abstractor: As Provided
Reference Count: 0
ISBN: ISBN-978-1-1096-4873-7
On-the-Spot Problem Solving of Airline Professionals: A Case Study of Sky Business School Personnel Training Program
Nara, Jun
ProQuest LLC, Ph.D. Dissertation, Capella University
This research explores how chief cabin crew members of major airlines made their decisions on-the-spot when they had unexpected problems. This research also presents some insights that may improve personnel training programs for future stewardesses and stewards based on the investigation of their decision-making styles. The theoretical framework depended on the naturalistic decision-making theory and meta-cognition. Case study in qualitative research was applied. 2 chief stewardess and 2 chief stewards had individual and group interviews and simulation exercise. To collect and analyze the data, critical decision method, retrospective interview technique and cognitive task analysis were used. The research data indicated that their decision-making styles followed the recognition primed decision model completely and that simulation exercise was an effective training method. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
ProQuest LLC. 789 East Eisenhower Parkway, P.O. Box 1346, Ann Arbor, MI 48106. Tel: 800-521-0600; Web site:
Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: Adult Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A