Latoya Gibbs, Affiliate Professor, Southern Oregon University

Latoya Gibbs is an Affiliate Professor in the Department of Sociology and Anthropology at Southern Oregon University. Her research interests include competency-based training in aviation and hospitality education. In particular, she focuses on human capital as a sustainable competitive advantage through performance and retention. She has published in the Journal of Aviation/Aerospace Education & Research and the Journal of Hospitality and Tourism Education. Dr. Gibbs has presented at peer-reviewed conferences such as the International Council on Hotel, Restaurant and Institutional Education (ICHRIE), Graduate Student Research Conference in Hospitality and Tourism, International Tourism Conference (Jamaica), and International Society of Travel & Tourism Educators Conference (ISTTE).

She started her career as a flight attendant for Air Jamaica and later conducted regulatory training as a Cabin Crew Instructor for Caribbean Airlines. In total, she has seventeen years of experience in the aviation industry. Dr. Gibbs is an alumnus of Oklahoma State University (Ph.D.), University of the West Indies (M.A.) and Florida International University (B.Sc.Hons).

Competency-Based Training: Connecting the Dots to Passenger Satisfaction

Frontline service employees, like flight attendants, create a critical impression of the service which affects customer perceptions and satisfaction. The goal of this research was to examine the effect of Competency-Based Training (CBT) on flight attendants’ performance and consequently passengers’ satisfaction. A group of 109 flight attendants was trained in four competences: managing stress, dealing with conflict situations, displaying human relations skills, and delivering quality customer service. Pre- and post-training measures of flight attendants’ performance and customer satisfaction were taken. Random sampling was employed to administer questionnaires to passengers traveling between the Caribbean and North America. Consequently, theoretical and practical recommendations were developed.