• A
  • A
  • A
  • ABC
  • ABC
  • ABC
  • А
  • А
  • А
  • А
  • А
Regular version of the site
  • HSE University
  • Student Theses
  • Customer-oriented Labor Behavior: Identifying a Discrepancy between the Assessment and Self-assessment of Flight Personnel

Customer-oriented Labor Behavior: Identifying a Discrepancy between the Assessment and Self-assessment of Flight Personnel

Student: Kozhevnikova Iuliia

Supervisor: Anna Gogoleva

Faculty: Graduate School of Business

Educational Programme: Human Resource Management (Master)

Year of Graduation: 2017

The pace of life of modern society is very different from the pace of life of other generations, in connection with which each of the living now seeks comfort in all spheres of its manifestation. Air transportation in Russia is now in demand more than ever. There are many airlines operating in the country that perform hundreds of flights every day. Nevertheless, some of the best in other countries, which is expressed both in the demand for tickets, and in world rankings, where one of the components is "customer satisfaction." This indicator is formed when helping customers, and each of them: one of them can win points, while others are at the bottom of the rating. Such a problem is observed in the Aeroflot Group of Companies, where in recent years the indicator of "customer satisfaction" has dropped noticeably. This study aims to identify the differences between evaluation and self-assessment of personnel for service on flights. Implementation of the study conducted on a two-level survey: a survey of flight passengers and flight attendants working on a particular flight. The relevance of the research is to identify the most attractive factors for passengers and affect their assessment, based on the results of the completed flights, as well as to review the behavior and self-assessment of personnel as part of the company's image. The purpose of the master's thesis is to identify the discrepancy between external evaluations and the self-assessment of the flight personnel personnel regarding the quality of the services provided.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses