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http://dx.doi.org/10.12985/ksaa.2022.30.3.065

The Effect of Rapport on the Airplane on Reliability and Safety - Under the Pandemic -  

Kim, Kyoung Eun (가톨릭관동대학교 항공운항학과)
Jeon, Seung Joon (가톨릭관동대학교 항공운항학과)
Jung, Yun Sick (가톨릭관동대학교 항공운항학과)
Publication Information
Journal of the Korean Society for Aviation and Aeronautics / v.30, no.3, 2022 , pp. 65-75 More about this Journal
Abstract
This study tried to confirm whether the public's negative emotions such as fear and anxiety about corona virus infection caused by the spatial nature of the aircraft were alleviated due to factors of in-flight services focusing on hygiene and quarantine and further had a positive effect on the formation of Rapport between cabin crews and passengers. We also investigated the impact on passengers' perceptions such as Reliability and Safety which can be viewed as a new measure and standard of customer satisfaction in the Pandemic era through Rapport. A survey was conducted online in December 2021 for passengers with experience in boarding aircraft after the COVID-19 outbreak, and a total of 211 responses were used for analysis. As a result of the analysis of the data, it was confirmed that aircraft in-flight service had a positive (+) effect on Rapport, and Rapport between passengers and cabin crews had a positive (+) effect on passenger Reliability and Safety.
Keywords
Cabin Service; Rapport; Interdependence; Safety; Reliability;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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