델파이기법을 활용한 항공사 객실승무원의 교육훈련프로그램 개발을 위한 연구

A Study of Developing Educational Training Program for Flight Attendants Using Delphi Technique

Using the delphi technique, this study was to develop a model of educational training program for flight attendants. Based on a close look at the current educational training programs of flight attendants, eight big categories of a flight attendant training program (i.e., security, basic mind and attitude, process, service theory and practice, customer satisfaction, foreign language skill, in-flight announcement) and 93 specific subjects were developed. Then, three groups of flight attendant training professionals, such as professors of aviation service department at a university, site specialists and training instructors, evaluated the importance of 8 big categories and 93 specific subjects at three different rounds. Results showed that three different groups had same opinion that safety, service practice, basic position were the most important areas of a flight attendant training program. Results of this study will be helpful to develop a new educational training program for flight attendants. Implications and limitations of the study were discussed at the end of the study.