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http://dx.doi.org/10.12985/ksaa.2013.21.4.053

A Study on Cabin Crew's Perception of Cabin Servicescape to Their Service Performance through Motivation and Direction  

Choi, Duk Jin (한국항공대학교 경영학과)
Kim, Mun Sun (아시아나항공 캐빈서비스팀)
Kim, Kee Woong (한국항공대학교 경영학과)
Park, Sung Sik (한국항공대학교 항공경영학과)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.21, no.4, 2013 , pp. 53-61 More about this Journal
Abstract
In-flight service, depending on the perceptions of service satisfaction because ever turns into a variable, which enables service providers the flexibility of a variable in the end flight service to suit your needs to providing comprehensive and proactive services of the crew will be motivated. In addition, the service provider's motivation to work in a confined space on board the flight service characteristics in-flight service will be a major impact on the environment. This service-oriented environment, in-flight service and motivation in order to verify the impact on services in Cape factors as independent variables and the dependent variable service-oriented multi-regression analysis was performed. As a result, the motivation of the crew and the crew of the service-oriented, with a voluntary service crew services dependent variable parameters that affect the behavior of the acts. Services and service-oriented motivation Cape factors significantly influence both the irradiated while the impact on voluntary service and results verification service aesthetics, cleanliness, and physical service environment, only the voluntary services of the crew a positive effect on that the effects were investigated.
Keywords
In-flight services; service environment; motivation; Cabin; behavioral;
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