Date of Conferral



Doctor of Business Administration (D.B.A.)


Business Administration


Meredith Wentz


Occupational stress threatens airline cabin crew and passengers’ health and safety. Airline leaders who lack strategies to address occupational stress may experience adverse impacts on cabin crew health, organizational efficiency, and overall aviation safety. Grounded in the job demands-resources theory, the purpose of this single case study was to explore strategies that upper-level airline leaders used to reduce occupational stress on cabin crewmembers. The participants were five upper-level airline leaders with more than 10 years of airline experience. Data were collected via semistructured interviews, organizational documents, and company records. Three themes emerged from Yin’s five-step approach: inflight training for generating natural responses to safety protocol, communications are used for internal marketing practices and addressing issues, and company-provided resources for supporting employees to reduce stress. A key recommendation for airline leaders is to establish a designated social media group to communicate pertinent work group-related information and maintain direct lines of communication with management. Implications for social change include the potential to reduce passenger traveling stress, thereby increasing passenger satisfaction and willingness to travel.