Employee well-being of passenger service agents at Helsinki Airport post the Covid-19 pandemic
Tadesse, Aron (2023)
Tadesse, Aron
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023120133296
https://urn.fi/URN:NBN:fi:amk-2023120133296
Tiivistelmä
The well-being of workers in the operational side of aviation industry has been perceived to be declining after the Covid-19 pandemic, which is the reasoning for this study as the researcher is a worker in the industry. As well as cabin crew, and pilots, also ground crew like passenger ser-vice agents were furloughed for a period of over a year between 2020 and 2021. This brought multiple financial stressors on companies operating in the industry which will affect the workers in the industry. This inspired this research, based in motivational, management, and well-being theories.
The aim of the thesis was to figure out the state of the well-being of passenger service agents, their motivations for their job, what kind of management was needed to support their well-being, and optimally how companies could have good retention numbers on employees on the long run. The research was originally started in February of 2022, however, postponed for Summer-Fall of 2023. Data collection was done in November 2023 by conducting five semi-structured qualitative interviews.
The result of the thesis ended up showcasing the poor well-being of workers in Helsinki Airport after the pandemic, suggesting that there should be a focus on improved resourcing, shift plan-ning, staff allocation, and visibility of closer management in day-to-day operations. Suggestion for further research was done for financial side for improving resourcing and staffing, as well as case studies for perception of workers between each other for management purposes.
The aim of the thesis was to figure out the state of the well-being of passenger service agents, their motivations for their job, what kind of management was needed to support their well-being, and optimally how companies could have good retention numbers on employees on the long run. The research was originally started in February of 2022, however, postponed for Summer-Fall of 2023. Data collection was done in November 2023 by conducting five semi-structured qualitative interviews.
The result of the thesis ended up showcasing the poor well-being of workers in Helsinki Airport after the pandemic, suggesting that there should be a focus on improved resourcing, shift plan-ning, staff allocation, and visibility of closer management in day-to-day operations. Suggestion for further research was done for financial side for improving resourcing and staffing, as well as case studies for perception of workers between each other for management purposes.