Using hybrid technique: the integration of data analytics and queuing theory for average service time estimation at Immigration Service, Suvarnabhumi Airport

In the past few years, Thai tourism industry has become one of the big markets in the world that makes the number of air passenger has growth rapidly.The survey shows that 15,883,928 passengers arrived at Suvarnabhumi international airport, Thailand in 2015 which increase around 11% every year.Due to this reason, the airport needs to seek for effective strategies to operate an immigration service in order to avoid long waiting time.The effective immigration operation actually can gain passenger satisfaction. In addition, the fast immigration process provides the significant benefit for businesses in the airport because short immigration waiting time would be able to increase the purchase amount in shopping area.This paper aims to propose the hybrid method, the intregration of data analytics and queuing theory, for average service time estimation at the immigration unit, Suvarnabhumi airport. From the experimental study, the proposed technique can estimate the average service time, server utilization and average number of passengers in a queue based on the statistic of arrival passengers. The result shows that the number of opened counter and month are the factors to provide different results

The Influence of Emotional Labor on Job Stress and Satisfaction Among Flight Attendants in Full-Service Airlines Based in Thailand

As frontline employees who interact directly with customers, flight attendants are expected to display proper emotional expression, as required by their jobs. The emotional expression of employees to meet the demand of their jobs is referred to as emotional labor and may affect their job stress and job satisfaction. Thus, the objectives of this study were to examine: 1) the levels of emotional labor, job stress, and job satisfaction among flight attendants working in full-service airlines based in Bangkok, Thailand; and 2) the influence of two forms of emotional labor, namely surface acting and deep acting, on employees’ job stress and job satisfaction. This study encompassed descriptive research utilizing a survey questionnaire. The online questionnaire was distributed to the flight attendants of Thai full-service airlines with a total of 416 valid responses being collected. The results revealed significant influences of emotional labor on both job stress and job satisfaction, including the finding that 1) surface acting has a negative effect on job stress, while deep acting can lead to reducing job stress; and 2) surface acting can lower job satisfaction, while deep acting has a positive effect on job satisfaction. This study contributes to a better understanding of the roles of emotional labor regarding the job stress and job satisfaction of full-service airline flight attendants. Human resource management in airlines should consider effective ways to enhance deep acting among front-line employees as the findings show that this can lead to lower job stress and increased job satisfaction