• Journal of Distribution Science
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• v.17 no.8
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• pp.107-118
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• 2019

Purpose - The present study examines the effect of service employees' experienced customer incivility through their emotional exhaustion. We identified service employees' emotion regulation ability as a boundary condition (i.e., moderating variable) that decreased the positive relationship between service employees' experienced customer incivility and their emotional exhaustion. Furthermore, we also investigated the negative relationship between service employees' experienced customer incivility and their service performance via emotional exhaustion. Research design, data, and methodology - Drawing on AET (affective event theory) and COR (conservation of resources) theory, we developed three research hypotheses (i.e., mediation, moderation, and moderated mediation). Online panel survey data from 552 frontline employees at several service organizations (e.g., department stores, retail stores, hotels, restaurants, airlines, banking, insurance company, and etc) in South Korea were examined. To assess two types of validity (i.e., convergent and discriminant validity) and reliability of measurement model, we employed the CFA (confirmatory factor analysis) using M-plus 8.2 software. Internal consistency also was tested by Cronbach' α. In addition, we employed the SPSS PROCESS MACRO 2.16, which was recommended by Hayes (2013, 2015), to estimate mediation, moderation, and moderated mediation effects. Results - As predicted, the negative relationship between service employees' experienced customer incivility and their service performance was mediated by emotional exhaustion. Furthermore, service employees' emotion regulation ability also played a significant moderating role of the relationship between service employees' experienced customer incivility and emotional exhaustion, such that this relationship was less pronounced when service employees had a high level of their emotion regulation ability than when thir emotion regulation ability was low. Service employees' emotion regulation ability further moderated this mediation effect of service employees' experienced customer incivility on service performance through emotional exhaustion. These findings have theoretical implications for employees' experienced customer incivility and emotion regulation ability research and provide managerial implications for practitioners. Conclusions - This study empirically elaborated the previous model of service employees' experienced customer incivility and personal resource (e.g., emotion regulation ability) literature by presenting the findings that service employees' experienced customer incivility influences their service performance via emotional exhaustion and that emotion regulation ability effectively reduces this negative effect.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.2
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• pp.678-689
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• 2016

This study examined the effect of the internal marketing policies of financial institutions on the job satisfaction and customer orientation of employees. Many studies have examined internal marketing policies. On the other hand, these studies focused the employees in the service industries (e.g. travel agencies, airlines and hotel, etc.) With the drastic change in financial institutions in recent years, financial institutions are conscious of the importance of customer service and have increased their efforts to manage and train their employees (e.g. expansion of empowerment, education and training, management support, and compensation system). The authors conducted an empirical analysis based on the assumption that these internal policies are effective in increasing the job satisfaction of employees and further influence the customer orientation. The results showed that 'empowerment, management support and compensation system' of internal marketing policies have meaningful effects on job satisfaction, whereas the education and training does not. In addition, job satisfaction has a meaningful effect on the customer orientation and on a mediating effect between internal marketing policies and customer orientation. These results indicate that the internal marketing policies of financial institutions can help improve job satisfaction and customer orientation.

• Journal of Convergence for Information Technology
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• v.10 no.11
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• pp.156-167
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• 2020

The purpose of this study is to analyze the influence of the mindset on stress and job performance. For the analysis, a questionnaire is conducted for cabin crew members in K airlines, and a total of 266 copies are used for the final analysis. To verify the hypotheses of the study, frequency analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, measurement model analysis, validation of the measuremen model, and structural equation model analysis are used based on the questionnaire. First, it is confirmed that the mindset had a negative (-) effect on the cabin crew's role stress, reward stress and relationship stress. Second, it is found that cabin crew's reward stress have a negative (-) effect on job performance. On the other hand, relationship stress is found to have a positive influence on job performance and there is no significant result in effect with role stress. Third, the mindset showes a significant positive impact relationship on job performance. As a result, it is necessary to introduce a mindset intervention program so that it can be applied in practical work. These research results confirm the positive effects of mindsets and show that they contribute to organizational performance. In addition, it is necessary to prepare a program to change the mindset of airline cabin crew and to be applied in actual work.

• Korean Business Review
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• v.19 no.2
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• pp.261-274
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• 2006

Airline business operates in the 21st century within fast changing market environment and fierce competition. Management of airline companies has faced the need for vast adaptation to new trends in the growth of world economy that are cardinal changes in marketing environment due to quick development of Internet and IT, transport price competition and, as a consequence, low profit margin, diversified customer wants and needs, lack of investment needed for new aircraft equipped with the latest high tech innovations, unpredictable oil price changes, and exchange rate fluctuations. This study is aimed to evaluate the quality performance of cabin service, to analyse, further, the issues that appeared to be the most significant among customers' answers to questionnaire, to explore the relationships between these issues and customer satisfaction, to highlight the essential questions to address, and to provide some practical suggestions. The five dimensions (such as tangible, reliability, responsiveness, assurance, and empathy) were adopted to examine the relationship between the service quality and customer satisfaction of Mongolian and non-Mongolian passengers travelling by the MIAT. According to findings of analysis made with use of the SERVPERF model, it can be concluded that Mongolian travellers' satisfaction was effected by 'Tangible' and 'Responsiveness' dimensions of service quality, whereas the 'Empathy' dimension has more impact on the satisfaction of non-Mongolian.

• Journal of Digital Convergence
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• v.18 no.4
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• pp.211-219
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• 2020

The purpose of the study is to identify the structural equation modeling among work-life balance(WLB), organizational commitment, subjective career success, and turnover intentions. The study data came from 199 respondents, as flight attendants working for large domestic airlines. The research tested structural equation modeling by utilizing the SPSS20.0 and AMOS20.0 statistical program. As the results, the study found that WLB would have a negative impact on organizational immersion, and secondly, the hypothesis that WLB has a positive impact on the subjective career success of the flight attendants. Third, the hypothesis that the organization immersion of the flight attendants would have a positive impact on subjective career success, and fourth, the hypothesis that organizational immersion has a negative impact on the turnover. However, fifth, the hypothesis that subjective career success would have a negative impact on turnover was dismissed. Finally, the hypothesis that WLB would have a positive impact on turnover was adopted. Based on the results of this analysis, the research presents highly significant theoretical and practical implications.

• Culinary science and hospitality research
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• v.21 no.1
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• pp.191-209
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• 2015

The purpose of this study is to identify whether franchisee-perceived franchisor's proactiveness, innovativeness and risk-taking affect franchisee-perceived affective commitment with franchisor, and the affective commitment affects franchisee-perceived external representation and service delivery. Based on total 280 samples obtained from owners or managers of franchise fast-food restaurants in located in Yeongnam province, the research findings are as follows. Firstly, the innovativeness and risk-taking positively affect the affective commitment. Secondly, the affective commitment positively affects external representation and service delivery. But proactiveness does not affect the affective commitment significantly. These findings imply that firstly, franchisor should investigate consumer trends periodically and develop new successful menus and services more than competitors do, and implement new marketing techniques innovatively towards these menus and services. Secondly, franchisor had better adopt high return/risk strategies because of deepened competition and do bold decisions of price change etc. Also, in order to increase proactiveness, franchisor needs to launch new menus and services earlier than competitors and occupy market in advance, which strengthens affective commitment with franchisees. Thirdly, in order to increase affective commitment with franchisees, franchisor needs to match franchisor's value with franchisee's value and same value means same objective. Lastly, limitations and further research directions are also discussed.

• Journal of the Korea Society of Computer and Information
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• v.25 no.2
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• pp.197-203
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• 2020

The purpose of study is to identify the perception of image-making regulations change of airline cabin crew and analyze the relationship among the perception of regulations change, occupational choice motives and career decision of female university students majoring in airline service in Kwang-ju and Jeonnam area. The survey was in 203 for a month from November 18 to December 13, 2019. The collected data were analyzed using 'SPSS statistics 21.0.' Analytical methods such as frequency analysis, factor analysis, reliability analysis and multiple regression analysis were used. The findings of this study are presented as follows: Students majoring in airline service are positively aware of image-making regulations changes of airline cabin crew, positive perception of regulation changes has a statistically significant impact on occupational choice motives and career decision, and occupational choice motives have an effects on career decision. In conclusion, the study has implications for providing information to airlines to understand the applicants and to students preparing for employment. However, there is a limitation in that the sample of this study is limited to only female university students majoring in airline services in a specific area, and the size of the sample is not large.

• The Journal of the Korea Contents Association
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• v.15 no.8
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• pp.495-504
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• 2015

The purpose of this study is to examine the effects of corporate social responsibility on organizational identification and customer orientation by flight attendants. In this study, 2 hypotheses based on literature reviews were employed. Questionnaire was also developed based on previous studies. A convenience sample of 217 flight attendants was surveyed and 203 usable questionnaires were analyzed. Corporate social responsibility was divided into economic responsibility, legal responsibility, ethical responsibility, philanthropic responsibility by the literature review. Confirmatory factor analysis were conducted to validate the measured variables. Then the data and hypotheses were examined using structural equation modeling (SEM) by AMOS. The results are as follows. Firstly, 'economic responsibility' and 'philanthropic responsibility' have positive effect on organizational identification while 'legal responsibility' and 'ethical responsibility' have no effect on 'organizational identification'. As for the degree of influence, 'philanthropic responsibility' has a greater impact than 'economic responsibility'. Airlines should focus on the responsibility to the community as well as social contribution. Secondly, 'organizational identification' has positive effect on customer orientation. The contribution and limitations of this research were discussed and the future possible researches were mentioned.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.2
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• pp.681-688
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• 2017

This study examined the relationship between the cabin crew images and the airline employment decisions. The aim was to target college students to prepare for employment in airlines. The survey was conducted to achieve the research objectives using SPSS 20.0 based on 342 questionnaires. In addition, frequency analysis, factor analysis, reliability analysis, Correlation Analysis, and regression analysis were performed. The cabin crew image of the customer orientation and fashion affects the airline employment decisions of the students. The cabin crew image of professional expertise and appearance affect the airline employment decisions of the trust. The cabin crew image of customer orientation, fashion, and appearance affects the airline employment decisions of the students. Overall, the job must first be an understanding of the airline and it is necessary to consider a career professional approach. In addition, there is a need to recognize human services that emphasize the customer orientation factors of the crew.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2009.06a
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• pp.205-209
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• 2009

Recently, the increase of the size of GNP and the expansion of the foreign tour opportunities by the common 5 days work system in a week, reaction of the burden for visiting foreign countries, and expansion of airlines caused the rapid increase of overseas tour but slow increase in the number of foreign tourists, due to the price rise which might impact on the competitive power, and lack of tour infrastructure and attractiveness. As the wide area along the east coast of GyeongBuk Province has great amount of cultural, ocean and natural resources, it helps to get focused the tour industries and maximize the synergy effect through the mutual development coupling the resources and regions. On the basis of the potentials for the growth of east coast area to the international level and the development of local resources, a ocean tour and resort complex for four seasons, which has s strong connection to the local areas resulting the wide tour bond, could help to improve the local economy and balance the development of local province, and furthermore, jump to the level of the center in the East Coast area in the international society. Through the investigation and analysis of the ocean space development status and usage at the advanced foreign countries, the new meaning of the ocean space at the tour and resort complex would be proposed to the relevant local government in fit.