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目的解决旅客在航空旅行中的焦虑问题,为航空公司提高服务质量提供科学指导。方法选用自制的旅客基本信息调查表以及引用简易应对方式量表(SCSQ)和状态-特质焦虑量表(STAI)对旅客进行综合测试,调查其个性特征和旅行中容易出现的问题。通过不同类型的旅客特质焦虑和应对方式比较,分析特质焦虑和应对方式的相关性。通过二分类logistic回归分析,了解旅客性别、年龄、旅行频率、飞行时间、经常国内/外旅行、应对方式和特质焦虑7个特征变量对旅客出现焦虑阶段、焦虑解决措施和身体状态的影响。结果特质焦虑得分较低的旅客在旅行时更容易站起来活动来缓解焦虑(sig<0.05)。年龄、应对方式、特质焦虑对身体问题影响较大(sig<0.05)。结论应重视旅客焦虑问题,应加强对一线员工沟通技能的培养,关注旅客感受,重视特殊时期对不同旅客群采取不同的服务措施。
Objective To solve the anxiety problem of travelers in air travel and provide scientific guidance for airlines to improve service quality. Methods The self-made Passenger Basic Information Questionnaire, as well as the SCSQ and STAI, were used to conduct comprehensive tests on passengers and to investigate their personal characteristics and problems that may arise during their travels. Through the comparison of trait anxiety and coping style of different types of passengers, this paper analyzes the correlation between trait anxiety and coping style. Through the dichotomous logistic regression analysis, we found out the influence of seven characteristic variables such as passenger’s gender, age, travel frequency, flight time, regular domestic / overseas travel, coping style and trait anxiety on passengers’ anxiety stage, anxiety-solving measures and physical condition. Results Trainees with low trait anxiety scores were much more likely to stand up and act to ease their anxiety during travel (sig <0.05). Age, coping style, trait anxiety have a greater impact on the body (sig <0.05). Conclusions Should focus on passenger anxiety, should strengthen the training of front-line staff communication skills, focus on passenger experience, special attention to different periods of different passenger groups to take different service measures.