TY - THES AU - Keller, Ricarda T1 - Effectiveness of intercultural trainings for Cabin Crew Members T4 - An analysis with Swiss Aviation Training Ltd DA - 2014 CY - Chur PB - Hochschule für Technik und Wirtschaft HTW Chur A3 - Manchen-Spörri, Sylvia AB - In a customer’s evaluation of a service provider the employees play a crucial role but nowadays face-to-face contact is, among others due to cost pressure, reduced. As a consequence, service encounters become de facto the moments of truth. In the airline industry, the main point of contact takes place between the passenger and the Cabin Crew. Not always easy per se, this interaction is even more complicated by the different cultural backgrounds of the customers. Therefore, the Flight Attendants need to be aware of this fact and need to have the ability to act accordingly. For this purpose, Swiss Aviation Training Ltd. provides intercultural trainings for Cabin Crew Members. This Bachelor Thesis highlights the theoretical background of intercultural competences and trainings and examines the existing training by using various methods. These are an observation by the author, a survey prior and after the training and an interview. Using this and the literature review as a basis, recommendations are provided. M3 - Bachelorarbeit Tourismus M4 - Citavi ER -