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'Competency-based' service training for flight attendants improves passenger satisfaction

20:00 EDT 4 Jul 2017 | AAAS

(Embry-Riddle Aeronautical University) Specialized 'competency-based' cabin service training for airline flight attendants seems to improve customer satisfaction levels, according to a study in the June 2017 edition of the double-blind, peer-reviewed Journal of Aviation/Aerospace Education & Research (JAAER), published by Embry-Riddle Aeronautical University. Currently, individual airlines determine whether flight attendants receive 'competency-based training' (CBT) focused on cabin service proficiency, yet this form of professional development clearly seems to improve passenger satisfaction levels, Oklahoma State University researchers reported.

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