Thailand's Human Resource Competencies in Airline Service Quality: Voices from the Airline Industry

摘要

Service quality is one of the major factors in obtaining a competitive advantage for airlines and is achieved by fostering highly competent human resources in all operations. Through this article the authors explore Thai competencies in human resources and service quality on the airline industry's ground operations at Suvarnabhumi International Airport in Thailand. The Employment and Training Administration competency model developed by the United States Department of Labor, SERVQUAL, airline surveys, and academic articles about airlines were used to frame the scope of questions on service quality competencies. The results highlight many high competencies of participating Thai employees, but also indicated certain competencies that require improvement and attention from managers to improve airline service quality. The findings also identified the use of handling agents as a major factor that potentially limits airline service quality. On the basis of the findings, it is suggested that (a) to make employees aware of their outstanding performance, managers should show appreciation to and encourage employees; (b) to enhance service quality performance, effort is needed to improve discipline and communication; and (c) handling agents should provide necessary training to their staffs.View full textDownload full textKEYWORDSAirline industry, human resources, service quality, competenciesRelated var addthis_config = { ui_cobrand: "Taylor & Francis Online", services_compact: "citeulike,netvibes,twitter,technorati,delicious,linkedin,facebook,stumbleupon,digg,google,more", pubid: "ra-4dff56cd6bb1830b" }; Add to shortlist Link Permalink http://dx.doi.org/10.1080/15332845.2012.690680