• The Journal of the Korea Contents Association
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• v.22 no.1
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• pp.444-455
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• 2022

The purpose of this study is to examine the roles of emotional intelligence and knowledge sharing, while focusing on the customer orientation of flight attendants, to identify the strategies to improve the quality of services provided by flight attendants. For this purpose, the researcher examined the relationships between emotional intelligence and customer orientation, as well as the impact of knowledge sharing in the process. The survey was conducted over three weeks from May 6, 2021, to May 27, 2021, and the 426 questionnaires recovered were analyzed using statistical software programs SPSS 23.0 and AMOS 23.0. The findings of this study are as follows; First, the emotional intelligence of flight attendants had a positive impact on customer orientation. Second, the emotional intelligence of flight attendants had a positive impact on knowledge sharing. Third, the knowledge sharing of flight attendants had a positive impact on customer orientation. Fourth, in the relationship between the emotional intelligence of flight attendants and their customer orientation, knowledge sharing had a significant mediating effect. Based on the findings of this study, it would be possible to consider support strategies for organizations, including the training programs for enhancing the emotional intelligence of flight attendants and a corporate culture in which knowledge sharing can be promoted.

• Journal of Korean Society for Quality Management
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• v.38 no.4
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• pp.593-600
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• 2010

This study aims to explore the service activities in the aircraft cabin service, develop the service process structure, and design a more efficient service delivery system in Korean airline industry. We prepare the architectural drawings of the basic components in providing the cabin service using the service blueprint technique and service process perspective. Through the case study largely based on our own research and long-time work experiences in the airline industry, we propose service failure points as well as customer waiting points. This study will be helpful for managers at all levels to use the service blueprint strategically or at a shop-floor level and improve their cabin service quality.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.25 no.4
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• pp.111-123
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• 2017

This study aimed at finding the ways to improve competitiveness of Korean low cost carriers in the highly competitive air transport market by understanding the relation among the influence of prior knowledge, service quality on customer satisfaction and reuse intention. The result of the research is as the following. At first, the influence of prior knowledge on customer satisfaction and reuse intention was statistically significant. The result indicates that customers who have much prior knowledge are more likely to be satisfied and to reuse. Secondly, the test for finding out the influence of service quality on customer satisfaction and reuse intention was statistically significant also. Thirdly, the results revealed that customer satisfaction positively influenced reuse intension. The influence of service quality on customer satisfaction and reuse intention reached the same research result compared with the existing literature.

• Journal of Korean Society for Quality Management
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• v.31 no.4
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• pp.36-54
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• 2003

There have been academic debates upon which measure is more desirable in measuring service qualify between SERVQUAL and SERVPERF. In addition, Korean air lines industry is rapidly growing due to the increase of Koren family income and globalization. This study tried to contribute to both academic and practical issues. This study compared SERVQUAL and SERVPERF measures to determine which is superior to measure service quality in Korean air lines industry. Data was collected from two airliners' customers of Korea. According to the results of confirmatory factor analyses, regression analyses and analyses of goodness of fit, SERVPERF appears to be better in measuring service quality in Korean air lines industry than SERVQUAL. We suggest that SERVPERF be used to measure service quality in Korean air lines industry.

• Journal of Korean Society for Quality Management
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• v.48 no.2
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• pp.329-344
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• 2020

Purpose: The purpose of this study is to measure the Airline Educational Service Quality and to find ways to improve the priority factors that need improvement. Methods: The 267 collected data from the survey of K-airline calculate the Potential Customer Service Improvement Index based on the Kano Model, Timko Customer Satisfaction Index and conduct Focus Group Interview. Results: The satisfaction of Airline Educational Service Quality can be improved if instructor operations are intensively managed considering field experience and contents that can be applied in the field. Conclusion: This study would provide useful information about Airline Educational Service Quality and can be applied to map out strategies to improve the satisfaction of the Airline Educational Service.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.12
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• pp.8800-8811
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• 2015

When the crucial role of the agent in communicating with the customer is acknowledged well enough to relieve the agent's stress, it will lead to the decrease of the agent's emotional labor and the improvement of the business organization's performance simultaneously. However, the research on the relationship between information system and the emotional labor has been scarcely conducted even though the importance of the emotional labor is actively researched and discussed these days. Therefore, much effort has been put in this study to fine out how the quality of airline call center information system affects expectations-conformation and how expectations-conformation and self-efficacy affect performance of Emotional Labors. Analysis of the results to target a call center agent 436 people, When you provide them with quality information systems, it increased satisfaction and pride in their job. This mechanisms subsequently reduces the strength of the emotion labor, which ultimately improves the service performance. The implications of this study can be summarized as following: First, this research presented practical guidelines to the organization's decision-makers related to the airline call center operations in order to introduce and expand successful call center information system. Second, this research suggested the possible method to inspect and diagnose the system by way of applying the measurement model mentioned in this research into the airline information system and analyzing it. Third, the performance-measuring model developed in order to measure the performance of the airline call center information system can also be used when we carry out the performance-measuring task in the similar information system as the basis of diagnosing the situation and presenting the driving directions.

• Journal of the Korea Convergence Society
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• v.9 no.10
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• pp.303-313
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• 2018

In order to provide quality services across international airports, airline personnel must rapidly and effectively develop and share knowledge. Combining components of adaptive structuration theory (AST) and media synchronicity theory (MST), a research framework was developed to convey three distinct stages of knowledge sharing. We use the grounded theory research method for the qualitative data collected from audio transcripts of employees learning how to use and work with company issued smartphones with push-to-talk functionalities. Data was collected from 33 operations personnel. The results of the content analysis are recorded for the elements of each of the three concepts of our research framework. During the social interaction stage, the content of the audio conversations shifts mainly from conflict management to task management; for media synchronicity, from quality to quantity; for productive outcomes, from efficiency to commitment. New insights are uncovered from our analysis of data from the field as users advance from learning how to use the mobile devices, to using the devices for managing knowledge for their work in the airline industry.

• THE HEALTH and ORGANIC FARMING
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• no.230
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• pp.1-12
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• 2006

2006년도 지회장단 연찬회 성료/미국산 유전자조작 쌀 세계로 퍼저나가/우리의 산야초/연속 강우에 따른 과일나무 잎의 갈변에 대하여/벼 멀칭재배의 이론과 기술/06'대구.경북도지부 지회장단 연찬회/생활습관으로 노화를 최소화하라/철원지회,친환경농산물 가공센터 준공/고령.우곡지회,그린수박 선별장 준공/아이들건강과 먹을거리 패러다임의 전환/미국에서 친환경 상품 소비 증가세/미국 LA에 한국인 대상 유기농 마켓 등장/아마존 닷컴 유기농식품 판매에 손길/두가지 비료로 유기농작물의 고품질 다수확 생산을 체계적으로 보다 쉽게 하는 방법/경북,10년간 1조7천억 투입해 친환경농업 육성/벼희잎마름병의 방제는 이렇게/빛을 이용한 해충의 방제/유기농업연수원 매각 한 후 본회 사옥 신축/화성지역 인증자 후기관리교육 실시/국내외 친환경농축산물의 생산 및 인증실태/친환경 유기낙농의 정착 방안/8월중 새식구 명단/2006 지회장단 연찬회 이모저모/유기 및 일반 농산물의 품질 비교에 관한 연구/SK건설, 유기농 주말농장 무상대여 서비스/항공사들, 유기농식단 등으로/중국에도 웰빙바람, 유기농이뛴다/유기질비료의 이해

• Journal of Distribution Science
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• v.15 no.4
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• pp.59-67
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• 2017

Purpose - This study's aims are to examine the effects of airline service quality on brand image, brand attitude and reuse intention and the mediating roles of brand image and brand attitude in the relationship between airline service quality and reuse intention. Research design, data and methodology - A total of 500 questionnaire copies were distributed and 474 were used for the empirical study after excluding some empirical inappropriate or unusable ones. To analyze the collected data, the SPSS/WIN 22.0 statistical package was used. Results - The result of analysis showed that all the intangible, tangible and human elements of the airline service quality positively influenced on brand image and brand attitude and did not directly influence on reuse intention. However, brand image and brand attitude played mediating roles in the relationship between all the service quality elements and reuse intention. Conclusions - This means that airlines need to develop service quality, which is differentiated and provides special feelings for customers and work out improvement strategies for positive brand images and attitudes, since customers choose and reuse airlines, based on brand images and attitudes, which are perceived and formed through the experience of airline service quality and word of mouth.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.23 no.1
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• pp.103-112
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• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.