Consumers from India and the USA have differing views of flight attendants

摘要

Airlines are continuously working to enhance in-flight services to create a superior customer user experience. Flight attendants play an important role in the customers' travel experiences. Flight attendants have the most interaction with the passengers, which directly impacts the passenger's flight experience. The purpose of the present study is to assess the cultural differences of trust, if any, between Indians and US with respect to the age and gender of flight attendants. Analysing this aspect of trust is performed through manipulating the age and gender of the flight attendant. A cross cultural analysis comparing data from both Indian and US participants was conducted specifically asking participants to rate their levels of trust in flight attendants described as male or female and either 25 or 55 years of age. The results and the practical application of the study are discussed that resulted in useful findings for the aviation industry.