A recent study by researchers at Dicle University in Turkey found that airline passengers perceive better customer service from attractive flight attendants. The study collected data from 19 men and 18 women who traveled with airlines in Turkey within the last 12 months. Participants were shown videos of cabin crews providing customer service and were asked to rate their satisfaction. Stewardesses who were perceived as attractive received higher ratings of service quality, regardless of the actual level of service provided.
The researchers used a neuromarketing method involving electroencephalography (EEG) to measure the level of satisfaction in survey respondents. While participants verbally expressed higher satisfaction with services from attractive flight attendants, their EEG readings did not align with these perceptions. The study authors, Sahap Akan and Ozlem Atalik, suggest that airlines should consider hiring attractive employees to enhance the overall customer experience. They also recommend implementing programs and incentives to maintain the attractiveness of flight attendants.
Despite the perceived benefits of interacting with attractive flight attendants, the study also cautions against flirting with them. An experienced flight attendant known as Tyra emphasized in a TikTok video that passengers should avoid hitting on flight attendants during flights. She advised passengers to refrain from making romantic gestures and to instead consider handing over their contact information when leaving the plane if they are interested in pursuing a connection. Tyra’s advice underscores the importance of maintaining a professional and respectful relationship with flight attendants to avoid any potentially uncomfortable situations.
Overall, the study highlights the significance of physical attractiveness in influencing customer perceptions of service quality in the airline industry. While attractive flight attendants may enhance passengers’ motivation to approach and improve perceived service quality, it is essential for airlines to prioritize professionalism and customer service training in their employees. By considering the impact of attractive attributes on customer satisfaction, airlines can work towards enhancing the overall customer experience and loyalty. Further research on the relationship between physical attractiveness and customer service perceptions in the airline industry could provide valuable insights for improving service standards and customer satisfaction levels.
