• Journal of Advanced Navigation Technology
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• v.15 no.5
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• pp.808-822
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• 2011

In the subject experiment of this paper, contrary to the existing thesis about the emotional labor of people in the face-to-face service industry, I have chosen call center agents as they are primary first point of contact with customers in the airline industry. The main purpose of this experiment is to understand the relationship in between workplace burnout and emotional labor. In this study, I have investigated the following concepts; the effect of mediation on emotional labor, the different levels of emotional labor, and recommendations for improvement of competitive power to the call center agent as a member of the organization. The main results of experiment are as follows. First, the emotional labor given by the airline call center agents affects the rate of burnout. Second, support from workplace superiors showed that mediation had an effect on the relationship between emotional labor and burnout, however support from co-workers had no effect whatsoever. It is hope that this paper would supply information to give a competitive edge for airline call centers and their agents.

• Korean Business Review
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• v.19 no.1
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• pp.35-51
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• 2006

Airline industry which is depressed owing to terror attack on September 11 and Iraq War in early 21 century through high fuel cost and continuous recession in the second half of 90's is gradually recovering from the year of 2004. So demand of airline industry is rising step by step and investment of airlines toward customer service is also going up. Recently some mega carriers in head customer service in-flight internet service. In addition, so do domestic airlines and others ant to be backward. Many Study on usage attitude toward internet have been argued continuously as a result of everyday life using internet. Although there were survey for the revenue perspective of the firm, study on the side of the consumer is so rare. This study used the model of DEA -conjoint what users of the in-flight internet service now attitude and preference important factors to use. As a result, factors chosen are method to charge, service speed of internet, quality of contents provided and ease of approach toward information. This study presents airlines supplying in-flight internet service now to differentiation strategy for each segment.

• Journal of Korean Society of Transportation
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• v.27 no.5
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• pp.75-82
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• 2009

Air transport markets are composed of airlines' networks through their base airports. The analysis of an air transport market has been focusing on determining the efficiency or competitiveness of airports or airlines in the market using number of routes, number of passengers, transfer rates, revenues, costs, and other data. However, little work has been done in analyzing the airport network itself. Assuming the air transport markets of Korea, China, and Japan are integrated, this paper aims to analyze the characteristics of the resulting airport network. To that end, the degree of connectivity, the degree of closeness, and the betweenness of centrality are employed. The analysis shows that Incheon International Airport is better than most other airports in terms of the degree of connectivity and that of closeness. Airports in Japan, however, exhibit strong connectivity but weak closeness and betweenness of centrality. Although it has low connectivity, Shenyang Airport has a possibility of becoming an attractive point of the integrated market in the future due to its high degree of closeness.

• Proceedings of the Korean Society of Computer Information Conference
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• 2021.01a
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• pp.5-6
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• 2021

교통수단으로서의 항공기 이용 고객의 증가로 인해 객실 내에서 제공되는 기내 서비스는 항공사의 경쟁력을 결정하는 중요한 요소 중 하나이다. 그러나 현재와 같이 승무원이 비행 중 기내식 등의 서비스 제공을 위해 카트를 직접적으로 이동시키며 제공하는 서비스는 여러 불편한 요소로 인해 서비스의 질을 감소시킬 수 있다. 이를 위해 본 논문에서는 카메라 센서와 초음파 센서를 이용하여 기내에서 활용 가능한 서비스용 스마트 카트를 설계한다. 설계하는 스마트 카트는 승무원의 이동에 따라 대체 거리를 측정해 사용자와의 일정 거리를 유지하는 동시에 승객의 호출 신호에 따라 승객의 자리로 자동 이동하여 서비스 제공이 가능하게 하는 것을 목표로 한다. 기내 서비스용 스마트 카트는 승무원의 노동 강도 감소와 더불어 항공기 객실 서비스의 질적 향상에 기여할 뿐만 아니라 저가 항공사의 경비 절감에도 기여할 수 있다.

• The Korean Journal of Air & Space Law and Policy
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• v.25 no.2
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• pp.163-199
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• 2010

A frequent flyer program is a loyalty program offered by many airlines. Typically, airline customers enrolled in the program accumulate frequent flyer miles corresponding to the distance flown on that airline or its partners. There are other ways to accumulate miles. In recent years, more miles were awarded for using co-branded credit and debit cards than for air travel. Acquired miles can be redeemed for free air travel; for other goods or services, such as travel class upgrades, airport lounge access or priority bookings. The first modern frequent flyer program was created Texas International Airlines in 1979. This program was also adopted in Korean Air in 1984. Since then, the mileage programs have grown enormously. As of June 2009, the total member of two national airlines in Korea had been over thirty million. However, accumulated miles could be burden of airlines, because the korean corporations should record the annual financial report the accumulate mileage on a liability account by 'the international financial report standards(IFRS)' next year. The korean airlines need to minimize the accumulated miles, so that for instance Korean Airlines SKYPASS-miles expire 5 years after being earned. It means that miles earned on or after July 2008 will expire after five years if unredeemed. Thus, this paper attempt to analyze the unfairness of the mileage rules of korean airlines by examining a specific portion of the conditions relating to consumer protection, because many mileage users has difficulties using mileage programs and complained the amendment of the mileage rules. In conclusion, the contemporary mileage rules in Korea are rather unsatisfactory, because airlines is not only recognizing a mileage into a kind of benefit but also denying inheritance of mileage and the legal nature of mileage as a property right. It is necessary to amend relevant mileage rules in view of consumer protection, because air mileage is not simple benefit but a right of mileage user.

• Journal of Korean Society of Transportation
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• v.25 no.1 s.94
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• pp.81-91
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• 2007

Incheon International Airport (IIAC) has been named "best airport worldwide" according to the AETRA Passenger survey Program that was jointly administered by Airports Council International (ACI) and the International Air Transport Association (IATA) in 2005. This paper identifies eight dimensions underlying the overall service qualify in passenger terminals. These eight elements were found from literature reviews through relevant documents. The research explains the linkage between the overall satisfaction with IIAC and five services that influence that satisfaction. The five services are the following: service quality of passenger terminals, commercial facility services, easy access by transportation, service quality of the airlines, and contributions to the community by IIAC. The data envelopment analysis (DEA) designed by Cook and Kress (CK Model) was used to maximize the efficiency of commercial facility services, easy access by transportation, service qualify of the airlines, and contributions to the community by IIAC because the model best provided practical plans for a more competitive airport. This paper has three significant results. First, it includes research of passenger terminal-oriented service quality. Second, the author researches service qualify focusing on a three-cornered relation among passengers, airline employees, and IIAC. Third, the paper contains research of service quality focusing on IIAC's employees.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.2
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• pp.101-118
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• 1994

미국의 항공운송산업 규제완화법(Airline Deregulation Act of 1978)에 의한 미국의 항공운송산업 자유화 정책은 미국의 국내 항공운송 시장의 환경을 철저한 경쟁의 원리가 적용되는 자유경쟁 시장으로 변화시켰으며, 국제 항공운송 시장에도 자유경쟁의 원리가 점진적으로 도입되는 계기를 마련하였다. 항공운송산업 자유화 정책은 항공사의 운송 시장 환경뿐만 아니라 그들이 이용하는 공항의 경제 환경에도 많은 변화를 가져왔다. 자유화가 공항의 경제에 미친 영향을 연구하기 위하여, 자유화 이후 공항에서 시장 합리화 (Market Rationalization)의 원리가 적용 되었는 가를 조사하였다. 이를 위해 (1) 자유화 이후, 공항료(Airport Rates and Charges)와 공항에서의 활동량 (the Volume of Activity) 간에 유의한 상관 관계가 존재하는 가의 여부 (2) 자유화 이전과 이후를 비교할 때, 각 Hub Class별 공항료의 수준에 있어 유의한 변화가 있는 가의 여부에 대한 통계 분석을 실시하였다. 상관분석의 결과, 자유화 이후, 공항료와 공항에서의 활동량 간에 유의한 상관 관계가 존재한다는 결론을 채택하는 데 실패하였으며 또한 일원 분산 분석의 결과, 자유화 이전과 이후를 비교할 때, 각 Hub Class별 공항료의 수준에 있어 유의한 변화가 있다는 결론을 제시할 수 없었다. 미국의 항공운송산업 자유화 정책이 미국 공항 경제에 미친 영향에 대한 본 연구는 현재 경제규제완화를 실험하고 있는 우리의 경제 정책에 좋은 참고자료가 되기를 기대한다.

• The Korean Journal of Air & Space Law and Policy
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• v.24 no.2
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• pp.69-104
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• 2009

This study is to know the Enhancement of Aviation Safety for Low Cost Carrier in Korea through the long and mid term air safety policy. Especially, the aviation safety authorities of the developed countries in aviation establish action plans under the system plan of central government. Then the countries implement those plans systematically to the related aviation business so that they promote efficient air safety policy implementation. At this time, the Korean government should present the vision about an air safety and systematic strategic plan to cope with the future aviation industry change. Also, it is needed to establish a specific aviation safety action plan. Namely, an air safety master plan and long-term road map must be established. This paper deduces some implications through the abroad cases of aviation safety plan, and then tries to find the applying method of the implications to Korea in the rapidly changing aviation market in the 21st century. It is expected that this paper will help the Korean aviation industry to play a major role in the future. In oder to get suggestions aviation policies of advanced countries with regard to aviation safety, we have looked at the aviation policies of the U.S., the U.K., Australia and Japan, and also LCC's states overseas, LCC's safety policies in Korea, and aviation safety status. Since existing LCCs and new LCCs based in Korea have become the new concept, this new market for LCC has been booming recently. Around Southeast Asia, while there are some LCCs including Air Asia which is supported by the government of Malaysia with emphasis on safety, there are other LCCs, which have failed to achieve confidence in safety and have led to aircraft accidents and financial mismanagement, so we need to verify the safety of overseas LCCs, try to improve domestic LCCs in order to fly international routes and aid international aviation safety. LCCs have been increasing lately thanks to open skies policy and a wide variety of flights.lines. Air Busan, Jin Air, Jeju air, Eastar Air are in service. so the risk of new potential hazards may increase. Therefore it is necessary to take the initiative in aviation markets inside and outside of Korea and the safety management of new LCCs should be taken more seriously than ever before. Among overseas aviation safety policies, we need to implement the FAA's Filght Plan which has a specific Business Plan. I hope this thesis will help improve aviation safety locally and internationally.

• Information Systems Review
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• v.24 no.1
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• pp.157-181
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• 2022

As competition in the airline industry intensifies, effective airline service quality evaluation has become one of the main challenges. In particular, as big data analytics has been touted as a new research paradigm, new research on service quality measurement using online review analysis has been attempted. However, these studies do not use review titles for analysis, relyon supervised learning that requires a lot of human intervention in learning, and do not consider airline characteristics in classifying service quality dimensions.To overcome the limitations of existing studies, this study attempts to measure airlines service quality and to classify it into the AIRQUAL service quality dimension using online review text as well as title based on self-trainingand sentiment analysis. The results show the way of effective extracting service quality dimensions of AIRQUAL from online reviews, and find that each service quality dimension have a significant effect on service satisfaction. Furthermore, the effect of review title on service satisfaction is also found to be significant. This study sheds new light on service quality measurement in airline industry by using an advanced analytical approach to analyze effects of service quality on customer satisfaction. This study also helps managers who want to improve customer satisfaction by providing high quality service in airline industry.

• Journal of Korea Port Economic Association
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• v.22 no.3
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• pp.189-207
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• 2006

As the development of Northeast Asian logistics hub becomes one of the national agenda for further development, the sea&Air transport around the Yellow Sea regions has drawn attention of many scholars and government officials. The Sea&air transport is a mode of transportation combining the advantage of high-speed in air transport with the advantage of low-price in sea transport. Hence the sea&air aims at a niche market between air and sea. This paper reviews the possibility of development of the sea&air transport in the aspects of competitiveness over other modes, future demand condition, and the change of the technology and transport environment. The result is that the sea&air is competitive in the aspect of time as well as cost, and sustainable in the aspect of future demand condition. But, it is not stable in the aspect of the conditions of technology or transport demand. Especially, the progress of air transport technology which is aiming at the door-to-door transport among mid- and small- cities, and the rapidly increasing strategic alliances of international airlines with Chinese airlines for the market of China will undermine the stability of the sea&air transport seriously As alternatives, this paper proposes the 3-stage development strategy of sea&air transport. First, at the stage of transshipement, the development of high speed vessels to reduce the time crossing the Yellow Sea and the proactive marketing strategy to induce Chinese-owned products should be emphasized. Second, the value added logistics activity which will secure the demand of the sea&air transport should be developed. Third, demand creation by developing the SCM hub in Incheon is final goal for the logistics hub strategy as well as the sea&air transport.