| 1 |
The cabin crew display natural smiling faces. |
Johanson and Woods (2008). |
| 2 |
The cabin crew maintain eye contact with passengers during conversation. |
Johanson and Woods (2008.) |
| 3 |
The cabin crew politely interact with passengers. |
Gallarza et al. (2002). |
| 4 |
The cabin crew interact with passengers respectfully. |
Wilkins et al. (2007), Gallarza and Saura (2006.) |
| 5 |
The cabin crew make the best effort to give personal attention to passengers. |
Kun and Lee (2011). |
| 6 |
The cabin crew make the best effort to make small talk with passengers. |
Johanson and Woods (2008), Mohsins and Lockyer (2010). |
| 7 |
The cabin crew make the best effort to assist all passengers. |
Expert panel |
| 8 |
The cabin crew offer a warm welcome to all passengers. |
Barsky and Nash (2002), Johanson and Woods (2008). |
| 9 |
The cabin crew wished all passengers friendly goodbye. |
Barsky and Nash (2002), Johanson and Woods (2008) |
| 10 |
The cabin crew direct passengers to their seats. |
Johanson and Woods (2008), Mohsins and Lockyer (2010), Gilbert and Wong (2003), Wilkins et al. (2007), Hyun et al. (2011). |
| 11 |
The cabin crew make the best effort to assist passengers with carry-on luggage. |
Mohsins and Lockyer (2010), Gilbert and Wong (2003), Wilkins et al. (2007). |
| 12 |
The cabin crew strive to respond promptly to passenger requests. |
Mohsins and Lockyer (2010), Johanson and Woods (2008), Wilkins et al. (2007), Gallarza and Saura (2006). |
| 13 |
The cabin crew are available to assist passengers. |
Johanson and Woods (2008), Gilbert and Wong (2003), Wilkins et al. (2007). |
| 14 |
The cabin crew offer giveaways to passengers. |
Hyun et al. (2011), Gallarza and Saura (2006). |
| 15 |
The cabin crew make their best efforts to ensure that all passengers enjoy their meals. |
Wilkins et al. (2007), Mohsins and Lockyer (2010), Wu and Liang (2009), Meng and Elliot (2008), Hyun et al (2011). |
| 16 |
The cabin crew strive for passengers to receive enough food and drink. |
Wilkins et al. (2007), Mohsins and Lockyer (2010), Wu and Liang (2009), Hyun et al. (2011). |
| 17 |
Refreshments are available throughout the flight. |
Expert panel |
| 18 |
The cabin crew make every effort to ensure that passengers are comfortable in their seats. |
Dubê and Renaghan (1999), Barsky and Nash (2002), Forgas et al. (2010), O’Connell and Williams (2005), Kim and Moon (2009), Gilbert and Wong (2003), Pakdil and Aydin (2007). |
| 19 |
The cabin crew make every effort to ensure that cabin temperature is adequate for each passenger. |
Kim and Moon (2009), Wu and Liang (2009), Hyun et al. (2011). |
| 20 |
The cabin crew make every effort to ensure that cabin lighting meets passenger expectations. |
Expert panel |
| 21 |
The cabin crew make every effort to ensure that passengers can rest and sleep well. |
Expert panel |
| 22 |
The cabin crew make every effort to ensure passenger safety throughout the flight. |
Heung et al. (2000), Knutson et al. (2009), Forgas et al. (2010), Gilbert and Wong (2003), O’Connell and Williams (2005). |
| 23 |
The airline provides passengers with useful destination information prior to disembarkation. |
Johanson and Woods (2008), Gilbert and Wong (2003), Wilkins et al. (2007), Kim and Lee (2011), Gallarza and Saura (2006). |
| 24 |
The cabin crew invite passengers to fly with the airline again in the future. |
Expert panel |
| 25 |
The company appreciates the choice of passengers. |
Expert panel |
| 26 |
The company expresses its satisfaction in serving passengers during the flight. |
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| 27 |
The company invites passengers to contact ground staff if they encounter a problem when landing. |
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