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An airline pilot attitude evaluation: transportation security administration's federal flight deck officer program

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The Federal Flight Deck Officer (FFDO) program was mandated legislatively, as part of the Homeland Security Act of 2002. This study replicated earlier research that investigated pilots’ opinions of the current state of the FFDO program based on interviews. A Likert survey was created to allow simpler quantitative collection and…

The Federal Flight Deck Officer (FFDO) program was mandated legislatively, as part of the Homeland Security Act of 2002. This study replicated earlier research that investigated pilots’ opinions of the current state of the FFDO program based on interviews. A Likert survey was created to allow simpler quantitative collection and analysis of opinions from large groups of pilots. A total of 43 airline pilots participated in this study. Responses to the Likert questions were compared with demographics, searching for significance through a Pearson chi-square test and frequencies were compared to earlier research findings. Significant chi-square results showed that those familiar with the program were more likely to agree the program should continue, it was effective, the screening and selection process of program applicants was adequate and the Federal Air Marshal Service’s management of the FFDO program was effective. Those with Military experience were more likely to disagree it was reasonable that FFDOs were required to pay for their own room and board during training or train on their own time. All those who shared an opinion agreed there should be a suggestion medium between FFDOs and their management. Unlike the prior study, all those familiar with the program agreed the weapons transportation and carriage procedures were adequate. Furthermore, all those who shared an opinion found the holster locking mechanism adequate, which was another reversal of opinion from the prior study. Similar to the prior study, pilots unanimously agree FFDOs were well trained and agreed that the program was effective and should continue.
ContributorsFerrara, Marc, M.S (Author) / Niemczyk, Mary (Thesis advisor) / Nullmeyer, Robert (Committee member) / Branaghan, Russell (Committee member) / Arizona State University (Publisher)
Created2017
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Engagement across the customer experience landscape: : the drivers of brand performance

Description
Understanding the customer experience, which requires a thorough knowledge of all touchpoints that can result from the way that a product is marketed, sold, and used has recently been identified as a research priority by the Marketing Science Institute. Although recent research has examined some aspects of the customer experience,…

Understanding the customer experience, which requires a thorough knowledge of all touchpoints that can result from the way that a product is marketed, sold, and used has recently been identified as a research priority by the Marketing Science Institute. Although recent research has examined some aspects of the customer experience, research has yet to examine the way in which the full spectrum of touchpoint experiences may drive particular marketing performance metrics. Significant challenges to this line of research are the complex network of relationships that competing firms have forged with channel partners, the relationships that focal customers have with other customers in social networks and user communities, and the relationships that customers have with the brand and with channel partners. To address these challenges, this paper examined the customer experience and its effects on loyalty and commitment through three research projects conducted in the consumer aviation market. The first and second studies examined these touchpoint experiences using archival data supplied by an avionics manufacturer. Results from these studies showed the importance of the customer experience in accounting for customer loyalty. The final study examined the role of identity in shaping the customer experience among aircraft owners through a series of depth interviews. Results from these interviews illustrated the importance of identity in shaping the customer experience, and provided insights into how individuals attempt to use their consumption experiences to reinforce a sense of identity
ContributorsLoveland, James (Author) / Hutt, Michael (Thesis advisor) / Kumar, Ajith (Committee member) / Walker, Beth (Committee member) / Arizona State University (Publisher)
Created2011