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http://dx.doi.org/10.12985/ksaa.2020.28.1.014

The Effect of Operational Control Center's Service Quality on Airline Staff's Job Engagement  

Kim, Hyo Joong (가톨릭관동대학교 항공경영물류학과)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.28, no.1, 2020 , pp. 14-21 More about this Journal
Abstract
Here I investigate what effects Operational Control Center(OCC)'s service quality may have on airline staff's job engagement. My analysis reveals that airline OCC's service quality has a meaningful effect on airline staff's service satisfaction, and that service satisfaction mediates a meaningful effect on staff's job engagement. It was suggested that improving OCC's service quality leads to higher staff's job engagement. Accordingly, I suggest methods of improving OCC's service quality. I find that the importance of contributing factors on OCC's service quality are as follows, in order of most to least important: professionalism, assurance, empathy, reliability, organizational culture, and responsiveness. The results of this study are relevant not only for airlines but also for government agencies such as the National Emergency Management Agency, the Korea Forest Service, the National Police Agency and the Korea Coast Guard that operate aircraft and must ensure aviation safety.
Keywords
Operational Control Center; Service Quality; Service Satisfaction; Job Engagement; Aviation Safety;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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