Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance
Copyright © 2017 Inderscience Enterprises Ltd. With regard to organisational analysis, Nok Air ground staffs' performance in both 'check-in and ticket-counter' were relatively poor. To compete in the airline industry, this research presents results of a case study, which measures, und...
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th-cmuir.6653943832-465042018-04-25T07:30:26Z Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance Teeraporn Saeheaw Agricultural and Biological Sciences Copyright © 2017 Inderscience Enterprises Ltd. With regard to organisational analysis, Nok Air ground staffs' performance in both 'check-in and ticket-counter' were relatively poor. To compete in the airline industry, this research presents results of a case study, which measures, understands and attempts to promote cognition and performance of 15 samples. Quick reference model is based on KM, CommonKADs 'knowledge model' and CoPs. AAR was leveraged as the key obstacle in check-in and ticket-counter performance as well as the effectiveness of the proposed model. Beside, cognition was assessed using paper-based exam. Results show that quick reference model promoted 'check-in and ticket-counter' cognition in an average of 63.33%, and 52.33%. With regard to performance self-assessment, three out of 15 Nok Air staffs scored 'radical innovation', and 12 staffs were 'incremental innovation'. The paper concludes by suggesting the proposed model could be further developed to improve cognition and performance of airline ground staffs by shifting from peer-to-peer instructional training to learning-in-doing techniques in Thai context. 2018-04-25T06:55:51Z 2018-04-25T06:55:51Z 2017-01-01 Journal 17408016 14718197 2-s2.0-85026324180 10.1504/IJIL.2017.085251 https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85026324180&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/46504 |
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Agricultural and Biological Sciences Teeraporn Saeheaw Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
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Copyright © 2017 Inderscience Enterprises Ltd. With regard to organisational analysis, Nok Air ground staffs' performance in both 'check-in and ticket-counter' were relatively poor. To compete in the airline industry, this research presents results of a case study, which measures, understands and attempts to promote cognition and performance of 15 samples. Quick reference model is based on KM, CommonKADs 'knowledge model' and CoPs. AAR was leveraged as the key obstacle in check-in and ticket-counter performance as well as the effectiveness of the proposed model. Beside, cognition was assessed using paper-based exam. Results show that quick reference model promoted 'check-in and ticket-counter' cognition in an average of 63.33%, and 52.33%. With regard to performance self-assessment, three out of 15 Nok Air staffs scored 'radical innovation', and 12 staffs were 'incremental innovation'. The paper concludes by suggesting the proposed model could be further developed to improve cognition and performance of airline ground staffs by shifting from peer-to-peer instructional training to learning-in-doing techniques in Thai context. |
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Teeraporn Saeheaw |
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Teeraporn Saeheaw |
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Teeraporn Saeheaw |
title |
Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
title_short |
Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
title_full |
Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
title_fullStr |
Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
title_full_unstemmed |
Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
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quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance |
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2018 |
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https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85026324180&origin=inward http://cmuir.cmu.ac.th/jspui/handle/6653943832/46504 |
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