Assessment of mental workload of flight attendants based on flight duration: an effort to provide safe working condition
Abstract
Flight attendants play a crucial role in the service of the airline industry. The aim of this present study is to examine the mental workload of flight attendants, and it possible relation to the flight duration. Two hundred and one Indonesian flight attendants participate voluntarily in this study by filling out a mental workload questionnaire, the NASA-TLX questionnaire, in the end of their flight schedule. Results show that the mental workload of flight attendants regardless the flight duration is on a range of medium mental workload. Based on flight duration, the optimal mental workload is for 1–2 hours of flight. Implications of the result are discussed.
First published online 11 February 2020
Keyword : mental, workload, flight attendants, flight duration, the NASA-TLX
How to Cite
Widyanti, A., & Firdaus, M. (2019). Assessment of mental workload of flight attendants based on flight duration: an effort to provide safe working condition. Aviation, 23(3), 97-103. https://doi.org/10.3846/aviation.2019.11847
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Chen, T. H, Wu, K. H, Lin, W. J., Horna, W. I., & Shieh, C. J. (2010). Incorporating workload and performance levels into work situation analysis of employees with application to a
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Cinaz, B., Arnrich, B., La Marca, R., & Tröster, G. (2013). Monitoring of mental workload levels during an everyday life office-work scenario. Personal and ubiquitous computing, 17(2), 229–239. https://doi.org/10.1007/s00779-011-0466-1
Cohen, A. I., Gjessing, C. C., Fine, I. J., Bernard, B. P. & McGlothin, J. D. (1997). Elements of ergonomics programs: A primer based on workplace evaluations of musculoskeletal disorders. National Institute for Occupational Safety and Health. Cincinnati.
Damos, D. L., Boyett, K. S. & Gibbs, P. (2013). Safety versus passenger service: The flight attendants’ dilemma. The International Journal of Aviation Psychology, 23(2), 91–112. https://doi.org/10.1080/10508414.2013.772822
Davidson, M., Guilding, C., & Timo, N. (2006). Employment, flexibility and labor market practices of domestic and MNC chain luxury hotels in Australia: Where has accountability gone? Internal Journal Hospitality Management, 25(2), 193–210. https://doi.org/10.1016/j.ijhm.2005.08.001
Dey, A., & Mann, D. D. (2010). Sensitivity and diagnosticity of NASA-TLX and simplified swat to assess the mental workload associated with operating an agricultural sprayer. Ergonomics, 53(7), 848–857. https://doi.org/10.1080/00140139.2010.489960
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Feijo, D., Luiz, R. R., & Camara, V. M. (2014). Common mental disorders among civil aviation flight attendants. Aviation Space Environment Medicine, 85(4), 433–439. https://doi.org/10.3357/ASEM.3768.2014
Glitsch, U., Ottersbach, H. J., Ellegast, R., Schaub, K., Franz, G., & Jager, M. (2007). Physical workload of flight attendants when pushing and pulling trolleys abroad aircraft. International Journal of Industrial Ergonomics, 37(11–12), 845–854. https://doi.org/10.1016/j.ergon.2007.07.004
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Griffiths, R. F., & Powell, D. M. C. (2012). The occupational health and safety of flight attendants. Aviation Space Environmental Medicine, 83(5), 514–521. https://doi.org/10.3357/ASEM.3186.2012
Han, H. M. (2003). Development of low back pain prevention program for civil airline flight attendants (Dissertation). Yonsei University. Seoul, Korea.
Hart, S. G., & Staveland, L. E. (1988). Development of NASA-TLX (Task Load Index): results of empirical and theoretical research. In P. A. Hancock & N. Meshkati (Eds.), Human mental workload (pp. 139–183). Elsevier, New York. https://doi.org/10.1016/S0166-4115(08)62386-9
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Hsu, Y.-L., & Liu, T. C. (2012). Structuring risk factors related to airline cabin safety. Journal of Air Transport Management, 20, 54–56. https://doi.org/10.1016/j.jairtraman.2011.12.009
Jager, M., Swatzki, K., Glitsch, U., Ellegast, R., Ottersbach, J., Schaub, K., Franz, G., & Luttmann, A. (2007). Load on the lumbar spine of flight attendants during pushing and pulling trolleys abroad aircraft. International Journal of Industrial Ergonomics, 37(11–12), 863-876. https://doi.org/10.1016/j.ergon.2007.07.010
Jo, S., Myung, R. & Yoon, D. (2012). Quantitative prediction of mental workload with the ACT-R cognitive architecture. International Journal of Industrial Ergonomics, 42(4), 359–370. https://doi.org/10.1016/j.ergon.2012.03.004
Johnson, A., & Widyanti, A. (2011). Cultural influences on the measurement of mental workload. Ergonomics, 54(6), 509–518. https://doi.org/10.1080/00140139.2011.570459
Karasek, R. (1985). Job content instrument questionnaire and user’s guide, version 1.1. Department of Industrial and Systems Engineering. University of Southern California. Los Angeles. https://doi.org/10.1037/t03609-000
Karasek, R., Brisson, C., & Kawakami, N. (1998). The job content questionnaire (JCQ): An instrument for internationnaly comparative assessments of psychosocial job characteristics. Journal of Occupational Health Psychology, 3(4), 322–355. https://doi.org/10.1037/1076-8998.3.4.322
Karatepe, O. M., & Talebzadeh, N. (2016). An empirical investigation of psychological capital among flight attendants. Journal of Air Transport Management, 55, 193–202. https://doi.org/10.1016/j.jairtraman.2016.06.001
Lean, Y., & Shan, F. (2012). Brief review on physiological and biochemical evaluations of human mental Workload. Human Factors and Ergonomics in Manufacturing & Service Industries, 22(3), 177–187. https://doi.org/10.1002/hfm.20269
Lee, H., Wilbur J., Kim, M. J., & Miller, A. M. (2008). Psychosocial risk factors for work-related musculoskeletal disorders of the lower-back along long-haul international female flight attendants. Journal of Advanced Nursing, 61(5), 492–502. https://doi.org/10.1111/j.1365-2648.2007.04511.x
Lee, H., Wilbur, J., Conrad, K. M., & Miller, A. M. (2006). Risk factors associated with work-related musculoskeletal disorders among female flight attendants. Using a focus group to prepae a survey. Workplace Health & Safety, 54(4), 154–164. https://doi.org/10.1177/216507990605400405
Mellert, V., Baumann, I., Freese, N., & Weber, R. (2008). Impact
of sound and vibration on health, travel comfort, and performance of flight attendants and pilots. Aerospace Science and Technology, 12(1), 18–25. https://doi.org/10.1016/j.ast.2007.10.009
Nagda, N. L., & Koonts, M. D. (2003). Review of studies on flight attendant health and comfort in airliner cabins. Aviation Space Environment Medicine, 74(2), 101–109.
Nyberg, M., & Lennernäs, W. M. (2017). Impossible meals? The food and meal situation of flight attendants in Scandinavia – A qualitative interview study. Appetite, 113, 162–171. https://doi.org/10.1016/j.appet.2017.02.033
Park, J., Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers’ behavioral intentions: a Korean case study. Journal of Air Transport Management, 10(6), 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
Pérusse-Lachance, E., Tremblay, A., Chaput, J. P., Poirier, P., Teasdale, N., Drapeau, V., Sénécal, C., & Brassard, P. (2102). Mental work stimulates cardiovascular responses through a reduction in cardiac parasympathetic modulation in men and women. Bioenergetics, 2(1), 1–6.
Ratanakomut, S., & Kitcharoen, N. (2013). A study of factors that affecting service quality of passenger service department airlines (Air Asia, Thailand). Innovative Journal of Business and Management, 2(1), 9–18. http://innovativejournal.in/index.php/ijbm/article/view/400
Schaub, K., Berg, K., Winter, G., Ellegast, R., Glitsch, U., Jurgen, O., Jager, M., & Franz, G. (2007). Muscular capabilities and workload of flight attendants for pushing and pulling trolleys abroad aircraft. International Journal of Industrial Ergonomics, 37(11–12), 883–892. https://doi.org/10.1016/j.ergon.2007.07.002
Vatankhah, S., Javid, E., & Raoofi, A. (2017). Perceived organizational support as the mediator of the relationships between high-performance work practices and counter-productive work behavior: Evidence from airline industry. Journal of Air Transport Management, 59, 107–115. https://doi.org/10.1016/j.jairtraman.2016.12.001
Wahlstedt, K., Lindgren, T., Norbäck, D., Wieslander, G., & Runeson, R. (2010). Psychosocial work environment and medical symptoms among Swedish commercial airline cabin crew. American Journal of Industrial Medicine, 53, 716–723. https://doi.org/10.1002/ajim.20822
Warner, M. (2011). The role of social support on flight attendants performing emotion work and their work engagement. Thesis. University of Amsterdam.
Wickens, C. D. (1992). Virtual reality and education. Systems, Man and Cybernetics, IEEE International Conference on, 0992. IEEE (pp. 842–847). https://doi.org/10.1109/ICSMC.1992.271688
Widyanti, A., de Waard, D., Johnson, A., & Mulder, B. (2013). National culture moderates the influence of mental effort on subjective and cardiovascular measure. Ergonomics, 56(2), 182–194. https://doi.org/10.1080/00140139.2012.748219
Widyanti, A., Hanna, Muslim, K., & Sutalaksana, I. Z. (2017a). The sensitivity of Galvanic Skin Response for assessing mental workload in Indonesia. Work, 56(1), 111–117. https://doi.org/10.3233/WOR-162479
Widyanti, A., Johnson, A., & de Waard, D. (2013). Adaptation of the Rating Scale Mental Effort (RSME) for use in Indonesia. International Journal of Industrial Ergonomics, 43(1), 70–76. https://doi.org/10.1016/j.ergon.2012.11.003
Widyanti, A., Sofiani, N. F., Soetisna, H. R., & Muslim, K. (2017b). Eye blink rate as a measure of mental workload in a driving task: Convergent or divergent with other measures? International Journal of Technology, 8(2), 283–291. https://doi.org/10.14716/ijtech.v8i2.6145
Yeh, C-W. (2012). Relationships among service climate, psychological contract, work engagement and service performance. Journal of Air Transport Management, 25, 67–70. https://doi.org/10.1016/j.jairtraman.2012.08.011
Buckle, P. W., & Devereux J. J. (2002). The nature of work-related neck and upper limb musculoskeletal disorders. Applied Ergonomics, 33(3), 207–217. https://doi.org/10.1016/S0003-6870(02)00014-5
Chen, C., & Kao, Y. (2011). The antecedents and consequences of job stress of flight attendants e evidence from Taiwan. Journal of Air Transport Management, 17(4), 253–255. https://doi.org/10.1016/j.jairtraman.2011.01.002
Chen, T. H, Wu, K. H, Lin, W. J., Horna, W. I., & Shieh, C. J. (2010). Incorporating workload and performance levels into work situation analysis of employees with application to a
Taiwanese hotel chain. American Journal of Applied Sciences, 7(5), 692–697. https://doi.org/10.3844/ajassp.2010.692.697
Cinaz, B., Arnrich, B., La Marca, R., & Tröster, G. (2013). Monitoring of mental workload levels during an everyday life office-work scenario. Personal and ubiquitous computing, 17(2), 229–239. https://doi.org/10.1007/s00779-011-0466-1
Cohen, A. I., Gjessing, C. C., Fine, I. J., Bernard, B. P. & McGlothin, J. D. (1997). Elements of ergonomics programs: A primer based on workplace evaluations of musculoskeletal disorders. National Institute for Occupational Safety and Health. Cincinnati.
Damos, D. L., Boyett, K. S. & Gibbs, P. (2013). Safety versus passenger service: The flight attendants’ dilemma. The International Journal of Aviation Psychology, 23(2), 91–112. https://doi.org/10.1080/10508414.2013.772822
Davidson, M., Guilding, C., & Timo, N. (2006). Employment, flexibility and labor market practices of domestic and MNC chain luxury hotels in Australia: Where has accountability gone? Internal Journal Hospitality Management, 25(2), 193–210. https://doi.org/10.1016/j.ijhm.2005.08.001
Dey, A., & Mann, D. D. (2010). Sensitivity and diagnosticity of NASA-TLX and simplified swat to assess the mental workload associated with operating an agricultural sprayer. Ergonomics, 53(7), 848–857. https://doi.org/10.1080/00140139.2010.489960
Federal Aviation Administration (FAA). (2007). Flight attendants fatigue. Final report.
Feijo, D., Luiz, R. R., & Camara, V. M. (2014). Common mental disorders among civil aviation flight attendants. Aviation Space Environment Medicine, 85(4), 433–439. https://doi.org/10.3357/ASEM.3768.2014
Glitsch, U., Ottersbach, H. J., Ellegast, R., Schaub, K., Franz, G., & Jager, M. (2007). Physical workload of flight attendants when pushing and pulling trolleys abroad aircraft. International Journal of Industrial Ergonomics, 37(11–12), 845–854. https://doi.org/10.1016/j.ergon.2007.07.004
Gopher, D. & Donchin, E. (1986). Workload – an examination of the concept. In K. R. Boff, L. Kaufman, & J. P. Thomas (Eds.), Handbook of perception and human performance, 2, 41-1–41-49. New York: Wiley.
Griffiths, R. F., & Powell, D. M. C. (2012). The occupational health and safety of flight attendants. Aviation Space Environmental Medicine, 83(5), 514–521. https://doi.org/10.3357/ASEM.3186.2012
Han, H. M. (2003). Development of low back pain prevention program for civil airline flight attendants (Dissertation). Yonsei University. Seoul, Korea.
Hart, S. G., & Staveland, L. E. (1988). Development of NASA-TLX (Task Load Index): results of empirical and theoretical research. In P. A. Hancock & N. Meshkati (Eds.), Human mental workload (pp. 139–183). Elsevier, New York. https://doi.org/10.1016/S0166-4115(08)62386-9
Hart, S. G., & Wickens, C. D. (1990). Workload assessment and prediction (pp. 257–296). Manprint. Springer. https://doi.org/10.1007/978-94-009-0437-8_9
Heuven, E., & Bakker, A. B. (2003). Emotional dissonance and burnout among cabin attendants. European Journal of Work and Organizational Psychology, 12(1), 81–100. https://doi.org/10.1080/13594320344000039
Hsu, Y.-L., & Liu, T. C. (2012). Structuring risk factors related to airline cabin safety. Journal of Air Transport Management, 20, 54–56. https://doi.org/10.1016/j.jairtraman.2011.12.009
Jager, M., Swatzki, K., Glitsch, U., Ellegast, R., Ottersbach, J., Schaub, K., Franz, G., & Luttmann, A. (2007). Load on the lumbar spine of flight attendants during pushing and pulling trolleys abroad aircraft. International Journal of Industrial Ergonomics, 37(11–12), 863-876. https://doi.org/10.1016/j.ergon.2007.07.010
Jo, S., Myung, R. & Yoon, D. (2012). Quantitative prediction of mental workload with the ACT-R cognitive architecture. International Journal of Industrial Ergonomics, 42(4), 359–370. https://doi.org/10.1016/j.ergon.2012.03.004
Johnson, A., & Widyanti, A. (2011). Cultural influences on the measurement of mental workload. Ergonomics, 54(6), 509–518. https://doi.org/10.1080/00140139.2011.570459
Karasek, R. (1985). Job content instrument questionnaire and user’s guide, version 1.1. Department of Industrial and Systems Engineering. University of Southern California. Los Angeles. https://doi.org/10.1037/t03609-000
Karasek, R., Brisson, C., & Kawakami, N. (1998). The job content questionnaire (JCQ): An instrument for internationnaly comparative assessments of psychosocial job characteristics. Journal of Occupational Health Psychology, 3(4), 322–355. https://doi.org/10.1037/1076-8998.3.4.322
Karatepe, O. M., & Talebzadeh, N. (2016). An empirical investigation of psychological capital among flight attendants. Journal of Air Transport Management, 55, 193–202. https://doi.org/10.1016/j.jairtraman.2016.06.001
Lean, Y., & Shan, F. (2012). Brief review on physiological and biochemical evaluations of human mental Workload. Human Factors and Ergonomics in Manufacturing & Service Industries, 22(3), 177–187. https://doi.org/10.1002/hfm.20269
Lee, H., Wilbur J., Kim, M. J., & Miller, A. M. (2008). Psychosocial risk factors for work-related musculoskeletal disorders of the lower-back along long-haul international female flight attendants. Journal of Advanced Nursing, 61(5), 492–502. https://doi.org/10.1111/j.1365-2648.2007.04511.x
Lee, H., Wilbur, J., Conrad, K. M., & Miller, A. M. (2006). Risk factors associated with work-related musculoskeletal disorders among female flight attendants. Using a focus group to prepae a survey. Workplace Health & Safety, 54(4), 154–164. https://doi.org/10.1177/216507990605400405
Mellert, V., Baumann, I., Freese, N., & Weber, R. (2008). Impact
of sound and vibration on health, travel comfort, and performance of flight attendants and pilots. Aerospace Science and Technology, 12(1), 18–25. https://doi.org/10.1016/j.ast.2007.10.009
Nagda, N. L., & Koonts, M. D. (2003). Review of studies on flight attendant health and comfort in airliner cabins. Aviation Space Environment Medicine, 74(2), 101–109.
Nyberg, M., & Lennernäs, W. M. (2017). Impossible meals? The food and meal situation of flight attendants in Scandinavia – A qualitative interview study. Appetite, 113, 162–171. https://doi.org/10.1016/j.appet.2017.02.033
Park, J., Robertson, R., & Wu, C. (2004). The effect of airline service quality on passengers’ behavioral intentions: a Korean case study. Journal of Air Transport Management, 10(6), 435–439. https://doi.org/10.1016/j.jairtraman.2004.06.001
Pérusse-Lachance, E., Tremblay, A., Chaput, J. P., Poirier, P., Teasdale, N., Drapeau, V., Sénécal, C., & Brassard, P. (2102). Mental work stimulates cardiovascular responses through a reduction in cardiac parasympathetic modulation in men and women. Bioenergetics, 2(1), 1–6.
Ratanakomut, S., & Kitcharoen, N. (2013). A study of factors that affecting service quality of passenger service department airlines (Air Asia, Thailand). Innovative Journal of Business and Management, 2(1), 9–18. http://innovativejournal.in/index.php/ijbm/article/view/400
Schaub, K., Berg, K., Winter, G., Ellegast, R., Glitsch, U., Jurgen, O., Jager, M., & Franz, G. (2007). Muscular capabilities and workload of flight attendants for pushing and pulling trolleys abroad aircraft. International Journal of Industrial Ergonomics, 37(11–12), 883–892. https://doi.org/10.1016/j.ergon.2007.07.002
Vatankhah, S., Javid, E., & Raoofi, A. (2017). Perceived organizational support as the mediator of the relationships between high-performance work practices and counter-productive work behavior: Evidence from airline industry. Journal of Air Transport Management, 59, 107–115. https://doi.org/10.1016/j.jairtraman.2016.12.001
Wahlstedt, K., Lindgren, T., Norbäck, D., Wieslander, G., & Runeson, R. (2010). Psychosocial work environment and medical symptoms among Swedish commercial airline cabin crew. American Journal of Industrial Medicine, 53, 716–723. https://doi.org/10.1002/ajim.20822
Warner, M. (2011). The role of social support on flight attendants performing emotion work and their work engagement. Thesis. University of Amsterdam.
Wickens, C. D. (1992). Virtual reality and education. Systems, Man and Cybernetics, IEEE International Conference on, 0992. IEEE (pp. 842–847). https://doi.org/10.1109/ICSMC.1992.271688
Widyanti, A., de Waard, D., Johnson, A., & Mulder, B. (2013). National culture moderates the influence of mental effort on subjective and cardiovascular measure. Ergonomics, 56(2), 182–194. https://doi.org/10.1080/00140139.2012.748219
Widyanti, A., Hanna, Muslim, K., & Sutalaksana, I. Z. (2017a). The sensitivity of Galvanic Skin Response for assessing mental workload in Indonesia. Work, 56(1), 111–117. https://doi.org/10.3233/WOR-162479
Widyanti, A., Johnson, A., & de Waard, D. (2013). Adaptation of the Rating Scale Mental Effort (RSME) for use in Indonesia. International Journal of Industrial Ergonomics, 43(1), 70–76. https://doi.org/10.1016/j.ergon.2012.11.003
Widyanti, A., Sofiani, N. F., Soetisna, H. R., & Muslim, K. (2017b). Eye blink rate as a measure of mental workload in a driving task: Convergent or divergent with other measures? International Journal of Technology, 8(2), 283–291. https://doi.org/10.14716/ijtech.v8i2.6145
Yeh, C-W. (2012). Relationships among service climate, psychological contract, work engagement and service performance. Journal of Air Transport Management, 25, 67–70. https://doi.org/10.1016/j.jairtraman.2012.08.011