Browse > Article
http://dx.doi.org/10.12985/ksaa.2015.23.4.109

A Study on the Effects of Perception of Airline's Service Management Strategies to Realize Customer's Expected Value  

Ko, Kyong Pyo (한국항공대학교 항공경영학과)
Lee, Nam Ryung (한국항공대학교 경영학과)
Park, Sung Sik (한국교통대학교 항공운항학과)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.23, no.4, 2015 , pp. 109-116 More about this Journal
Abstract
The more advanced IT and mobile technologies get, the smarter customers become in the use of airline services. Using an airline, passengers are expecting more value than what airline're willing to provide them. Therefore this paper tries to find out the effect of airline staff's perception of airline's service management strategies to realize passengers' value based on previous oversea's research results. First of all, this paper provides t-test analysis results between passengers and airline staff regarding the perception of airline's service management strategy and customer orientation. Moreover, it was analyzed how the staff's understanding of the upper management's decision on service strategies would results in meeting customer's expecting values through such mediating variables as job satisfaction and customer orientation. It was proven the perception of service management strategies by staff played a very important role to realize customer's value.
Keywords
Service Management Strategy; Airline Staff; Customer Value; Job Satisfaction; Customer Orientation;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Sparks, B., Bradley, G., & Jennings, G. (2011), "Consumer value and self-image congruency at different stages of timeshare ownership", Tourism Management, 32(5), pp. 1176-1185.   DOI
2 Priem, R. L., Li, S., & Carr, J. C. (2012), "Insights and new directions from demandside approaches to technology innovation, entrepreneurship, and strategic management research", Journal of Management, 38(1), pp. 346-374.   DOI
3 Grissemann, U. S., & Stokburger-Sauer, N. E. (2012), "Customer co-creation of travel services: the role of company support and customer satisfaction with the co-creation performance", Tourism Management, 33(6), pp. 1483-1492.   DOI
4 FitzPatrick, M., Davey, J., Muller, L., & Davey, H. (2013). Value-creating assets in tourism management: applying marketing's service-dominant logic in the hotel industry. Tourism Management, 36, pp. 86-98   DOI
5 Heskett, J., Sasser, W. E. J., & Schlesinger, L. (1997), "The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value", New York, NY: Free Press.
6 Cadwallader, S., Jarvis, C. B., Bitner, M. J., & Ostrom, A. L. (2010), "Frontline employee motivation to participate in service innovation implementation", Journal of the Academy of Marketing Science, 38(2), pp. 219-239   DOI
7 Tajeddini, K. (2010), "Effect of customer orientation and entrepreneurial orientation on innovativeness : evidence from the hotel industry in Switzerland", Tourism Management, 31(2), pp. 221-231.   DOI
8 Dong, P., & Siu, N. Y. M. (2013), "Servicescape elements, customer predispositions and service experience: the case of theme park visitors", Tourism Management 36, pp. 541-551.   DOI
9 Rafaeli, A., Ziklik, L., & Doucet, L. (2008), "The impact of call center employees' customer orientation behaviors on service quality", Journal of Service Research, 10(3), pp. 239-255.   DOI
10 Bowman, C., & Ambrosini, V. (2000), "Value creation versus value capture: towards a coherent definition of value in strategy", British Journal of Management, 11(1), pp.1-15.   DOI
11 Aron O'Cass, Phyra Sok (2015), "An exploratory study into managing value creation in tourism service firms: Understanding value creation phases at the intersection of the tourism service firm and their customers", Tourism Management 51, pp.186-200   DOI
12 O'Cass, A., & Ngo, L. V. (2011), "Examining the firm's value creation process: a managerial perspective of the firm's value offering strategy and performance", British Journal of Management, 22(4), pp. 646-671.   DOI
13 DeSarbo, W. S., Jedidi, K., & Sinha, I. (2001), "Customer value analysis in a heterogeneous market", Strategic Management Journal, 22(9), pp. 845-857   DOI
14 Helkkula, A., Kelleher, C., & Pihlstrom, M. (2012), "Characterizing value as an experience: implications for service researchers and managers. Journal of Service Research, 15(1), pp. 59-75   DOI
15 Sandstrom, S., Edvardsoon, B., Kristensson, P. & Magnusson, P. (2008), "Value in use through service experience. Managing Service Quality", An International Journal, 18(2), pp. 112-126.
16 최건희, 강래돈, 유정윤, 박성식, "공항 내 상 주기업의 혁신 양면성의 선행요인 및 결과요인", 한국항공운항학회지 17(3).