• 한국항공운항학회지
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• 제26권2호
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• pp.98-107
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• 2018

Recently, the airline industry has grown tremendously, and competition among airlines has intensified. Therefore, the importance of airline's service quality has been greatly emphasized. The human service provided by the airline is the biggest service the customer feels, so the customer orientation of the flight attendant is very important. The aim of this study was to identify the mediating effects of organizational commitment on the relationship among transformational leadership and customer orientation. As a results of the study, transformational leadership had positive significant effects on organizational commitment and job customer orientation. The results of this study imply that the organizational commitment play significant mediating role between transformational leadership and customer orientation.

• 경영과학
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• 제29권3호
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• pp.183-192
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• 2012

For the past several decades, personnel scheduling and rostering problem has been one of the most popular research topics in optimization area. Among the numerous applications, airline (aviation) industry has been given most attention due to the economic scale and impact. Most of the literatures about the staff scheduling problem in airline industry are dealing with the air crew, pilots and flight attendances, and the rest of the literatures are about the ground staff, by whom cleaning, maintenance, fueling of aircraft and handling luggage are done from landing to taking off. None of the literatures found by the authors are dealing with the airline ground crew. In this paper roster of airline ground crew, who is responsible for issuing boarding pass, checking baggage, etc, is introduced, formulated and solved using CPLEX. Some expressions of the mathematical formulations, which are not suitable input format of the CPLEX, were transformed. Numerical examples are presented for the validation of proposed scheduling system.

• 한국생활과학회지
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• 제24권1호
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• pp.49-67
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• 2015

The study aims to review airline services like the domestic line performance, the general flight fares and website discount fairs, reservation cancellation and cancellation charges, reroutings and personal discount system of the low cost carriers(LCC), and suggest what needs to be done to improve the airline service. The improvements to be made by the LCC should include increasing regular domestic lines, providing information compared for consumers, relieving the toll to call the service center, revising the conditions on reservation cancellation penalty, rerouting charges, revising the consumer dispute resolution standards, and promoting frequent fliers program. Development strategies should be established that can boost consumer benefits through the improvement of the airline services.

• 대한가정학회지
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• 제23권4호
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• pp.61-68
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• 1985

This study was conducted in a Korean airline catering operation where about 8, 000~10, 000 in flight meals per day were served. Time ad temperature observations were made in an actual airline catering operation to determine critical control points in mushroom and cheese omelet production, and to provide guidelines for the effective quality control programs of the airline catering operation. All data collection was replicated three times. Time and temperature data were collected by using standard instruments throughout the process sequence. Most phases of the food prodct flow were identified as critical control points. Holding phases of after cooking, and before and after reheating need a special attention, since foods were held at room temperature. Several guidelines were suggested for the effective quality control programs for the airline catering operation.

• 품질경영학회지
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• 제40권3호
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• pp.406-414
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• 2012

Purpose: In this study, we developed a service quality audit system through analyzing service processes of airlines' cabin service. Methods: Applying the qualitative approach to service processes analysis; 'service blueprint' methodology was developed, providing airlines a blueprint for cabin service and applying the quantitative service quality audit approach called 'walk-through audit', an audit methodology tailored to airline cabin service called PCPA (Passenger Cabin Patrol Audit) was developed. Results: This study tried to apply both the qualitative and the quantitative methodologies to develop service quality audit checklist and tried to develop details to systemize them into a new methodology. Conclusion: This study will be helpful for Airline services improvement by providing 'service quality audit model', so as to find out the problems and share those with the stakeholders.

• Industrial Engineering and Management Systems
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• 제12권2호
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• pp.143-150
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• 2013

The number of airline passengers in China has rapidly increased, so understanding the relationship between brand equity of airlines in China and ticket purchase intention of Chinese passengers is important for airline business success in China. Using the structural equation modeling, this study explores the relationships among determinants of brand equity as well as the relationships between brand equity, transition cost, and purchase intention. The major findings are: brand equity of airlines directly influences purchase intention; transition cost directly influences brand equity; and transition cost indirectly influences purchase intention in China. In addition, the results show that marketing strategies using the airline brand can be more effective for certain customer groups, including high income customers, married customers, government servants, and businessmen.

• 한국항공운항학회지
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• 제31권4호
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• pp.56-71
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• 2023

This paper describes the significant effects of customer's PAD emotional response according to consumption value of airline goods on brand charisma, brand attitude, and brand loyalty. The result shows that among the consumption values, epistemic value, emotional value, and self-expressive value have a positive effect on PAD emotional response. In addition it was found that the PAD emotional response had positive influence on brand charisma but had no effect on brand attitude. Brand charisma was found to have significant positive influence on brand attitude and both brand charisma and brand attitude had positive effect on brand loyalty. Through the results of this study, airline goods products are an effective means to increase brand loyalty. Further more, this study provides academic and business implications for effective airline goods marketing.

• 한국항공운항학회지
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• 제23권1호
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• pp.85-95
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• 2015

A responsibility of superior management in an airline has become enormous due to rapid increase of airline's organization and its network. Even though a leadership of superior management is believed to be an important factor, it is almost impossible for management to be responsible for all the areas of an airline organization. This is why leadership should be go down to working level people. Self-leadership means that working level people possess leadership, delegated by their superior persons, and improve their work environment with the leadership as well as related right and responsibility. This paper has tried to find out the components of self-leadership perceived by foreign cabin crews and analyzed the impact of self leadership into airline's organizational effectiveness. Based on empirical research results, this paper would suggest administrative and operational implications of managing foreign cabin crews in K-airline. It was found out foreign cabin crews perceive that self reward and self evaluation have a positive impact on self observation factor. The self observation factor has a significant effect on self goal. The self goal is analyzed as a major factor which results in organizational effectiveness.

• The Journal of Asian Finance, Economics and Business
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• 제7권10호
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• pp.865-874
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• 2020

In Vietnam, the airline service sector plays an important economic role. However, it is a complicated industry that is open to failures. Negative emotions are an essential variable for the airline service industry because they can trigger a variety of coping behaviors that affect consumer loyalty as well as the image and reputation of the airline service providers. However, negative emotions and the accompanying coping behaviors are often investigated partially or as separate issues, thus leading to an incomplete understanding. This study is conducted to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative word-of-mouth (WOM), and switching intention) in the context of the airline industry. Eight research hypotheses are tested. Using the partial least squares structural equation modeling (PLS-SEM) on a sample of 587 passengers in Vietnam, the empirical results show that anger and frustration influence complaints, negative WOM, and switching intention, while regret leads to switching intention and negative WOM. Thus, the research has important academic and practical implications. The empirical outcome could be of major importance for airline companies in planning to provide new services and achieve high performance in the long run.

• Journal of Smart Tourism
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• 제1권1호
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• pp.53-64
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• 2021

Upselling is often a critical factor in revenue generation for businesses in the tourism and travel industry. Utilizing passenger data from a major international airline company, we develop the PAX (Passenger, Airline, eXternal) model to predict passengers that are most likely to accept an upgrade offer from economy to premium. Formulating the problem as an extremely unbalanced, cost-sensitive, supervised binary classification, we predict if a customer will take an upgrade offer. We use a feature vector created from the historical data of 3 million passenger records from 2017 to 2019, in which passengers received approximately 635,000 upgrade offers worth more than $422,000,000 U.S. dollars. The model has an F1-score of 0.75, outperforming the airline's current rule-based approach. Findings have several practical applications, including identifying promising customers for upselling and minimizing the number of indiscriminate emails sent to customers. Accurately identifying the few customers who will react positively to upgrade offers is of paramount importance given the airline 'industry's razor-thin margins. Research results have significant real-world impacts because there is the potential to improve targeted upselling to customers in the airline and related industries.