DOI QR코드

DOI QR Code

A Study of Students' Perception on Cabin Service Curriculum, Service Hospitality and Service-Orientation focusing on CIPP Model

항공서비스 교육과정에 대한 학생의 인식, 서비스 호스피탈리티 및 서비스 지향성에 관한 연구 : CIPP 평가모형을 중심으로

  • 박지영 (연성대학교 항공서비스과) ;
  • 김기웅 (한국항공대학교 경영학과) ;
  • 최덕진 (주식회사 대한항공) ;
  • 박성식 (한국교통대학교 항공운항학과)
  • Received : 2016.09.01
  • Accepted : 2016.09.29
  • Published : 2016.09.30

Abstract

This study examines the awareness of the curriculum of the cabin service major students at 2 year colleges through the CIPP (Context, Input, Process, Product) evaluation model and an empirical analysis on how their awareness affects Service Orientation and Service Hospitality. It was proven that the CIPP evaluation model has a positive effect on the satisfaction of their department, and also has a meaningful effect on Service Hospitality and Service Orientation statistically. However, the satisfaction of their department itself is not associated with the increase of Service Orientation and Service Hospitality so it negatively affected them. Moreover, both the Service Management program(Process) and Service Attitude(Product) have a meaningful effect on Service Hospitality, and Service Hospitality also has a meaningful effect on Service Orientation. So it resulted in a casual relationship among them. As a result, it is desperately necessary to promote an educational environment that will increase the satisfaction of the department and help students to become flight attendants. It is also necessary to increase awareness of the Service Management program(Process) and Service Attitude(Product).

Keywords

References

  1. Eu Lim Jung, (2016), "A Study to Improve Educational Performance through comparison between airline service dept. students and cabin crews' job capabilities", Master degree Thesis of Korea Aerospace University
  2. Choi, Y. S., Kim, Y. K. (2014), "A Study on Current Situations and Developmental Suggestions of Airline Service Departments of Colleges and Universities", Journal of culture and Tourism Research 16(2), pp. 101-111
  3. College Academy Information Site (2016), www.academyinfo.go.kr
  4. Lim, S. J., (2014), "A Study of Cain Crews' Perception on their Job and Satisfaction on Curriculum", Ehwa Womans University, Master Degree Thesis of Education
  5. Lee S. J., (2011), "A Study of Airline Service Dept's Relationship Benefit to the Satisfaction, Trust and Loyalty ", Master degree paper of Graduate School of Service Management, Kyongki University
  6. Stufflebeam, D. L., (1971), "The Relevance of the CIPP Evaluation Model for Educational Accountability"
  7. Ryu S. M., Song Y. S., (2012) "A Study on factors influencing in course satisfaction of new employee training program applying CIPP evaluation model, HRD 4(1), pp.47-71
  8. Stufflebeam, D.L., (1983), "The CIPP model for program evaluation, In G.F. Madaus, M. Scriven, & D. L. Stufflebeam (eds.), Evaluation models. Boston: Kluwer-Nihoff
  9. Chung, J. K. (2000), "Application of CIPP Evaluation Model for the Improvement of Korean Accreditation System, Doctoral Degree Paper of Education, Daegu Catholic University
  10. Park, H. Y., (2012), "Evaluation of Airline Service Education Using the CIPP Model : focus on factors which influenced satisfaction and recommendation of the training program, Korea Contents Society 12(10), pp. 510-523
  11. Stufflebeam, D. L., Shinkfield, A. J., (1985), "Systematic evaluation", Boston, MA: Kluwer-Nijhoff
  12. Kim, A., J., (2007), "Criteria Development for Evaluating Traditional Nursery Song Programs by CIPP Evaluation Model and Applying to Early Childhood Educational Institutions", Doctoral Degree Paper of Childhood Education at Keimyung University
  13. Song, Y. S., (2008), "Factors influencing course satisfaction of EMI(English Medium Instruction) at universities in Korea", Education Info. and Media, 14(3), pp.61-84
  14. Park, Y. K., Yoo, Y. J., (2014), "Education and Training of the Service Impact on Job Satisfaction and Service Orientation of Foodservice Industry Practician", Food Service Management, 17(4), pp. 103-122
  15. Kang Y. H., Ahn, S. H., (2015), "An Evaluation of 2014 Seoul Free Semester System Based on CIPP Model : Focused on Middle School Career Education and Guidance on High School Entrance", Journal of Research in Education 28(4), pp.195-232
  16. Park, J. M., Song, Y. S., (2012), "A Study on Satisfaction of e-learning EMI Applying CIPP Evaluation model", Education Science 6(1), pp. 1-23
  17. Choi, C. Y., Bae H. S., Lee, H. J., (2012), "The Effects of Food Service Workers' Personality Characteristics on Their Service Orientation and Business Performance", Food Service Management 15(1), pp.299-319
  18. Hogan J., R. Busch (1994), "How to measure service orientation", Journal of Applied Psychology, pp.167-173.
  19. Lytle, R. S., Hom, P. W., Mokwa, M. P., (1998), "A managerial measure of organizational service- orientation", Journal of retailing, 74(4), pp.455-489 https://doi.org/10.1016/S0022-4359(99)80104-3
  20. Dienhart, J. R., Gregorie, M. B., Downey, R. G. (1990), "Service orientation of restaurant employees", Hospitality Education and Research Journal, 14(2), pp.421-429. https://doi.org/10.1177/109634809001400245
  21. Churchill Jr., G. A., (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing Research 16, pp.64-73. https://doi.org/10.2307/3150876
  22. Hinkin, T. R., Tracey, J. B., Enz, C. A., (1997), "Scale construction: developing reliable and valid measurement instruments", Journal of Hospitality and Tourism Research 21, pp.100-120 https://doi.org/10.1177/109634809702100108
  23. Ehsaneh N. M. Nameghi, Ahmad Azmi M. (2013), "The measurement scale for airline hospitality : Cabin crew's performance perspective", Journal of Air Transport Management 30, pp.1-9 https://doi.org/10.1016/j.jairtraman.2013.03.001
  24. Kamath, V., Bhosale, S., Manjrekar, P., (2008), "Revenue management techniques in hospitality industry: a comparison with reference to star and economy hotels", Conference on Tourism in India-Challenges Ahead, IIMK.
  25. Nickson, D., Warhurst, C., Dutton, E., (2005), "The importance of attitude and appearance in the service encounter in retail and hospitality", Managing Service Quality 15 (2), pp.195-208. https://doi.org/10.1108/09604520510585370
  26. Parasuraman, A., Zeithaml, V., Berry, L., (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing 49, pp.41-50.
  27. Bickmore, T., Cassell, J., (1999), "Small talk and conversational storytelling in embodied conversational interface agents", AAAI fall Symposium on Narrative Intelligence.