• 한국항공운항학회지
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• 제19권1호
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• pp.58-65
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• 2011

The purpose of this study is to describe upon the most effective leadership stlyes for Airlines based on the transformational and transactional leadership that Bernard M.Bass proposed. The outcome of leadership treated here will be employee's extra efforts, employee's satisfaction with the leader, the effectiveness of the leader, involvement by employees in the organization, and management outcomes perceived by employees. The result of correlation showed that transformational leadership factors had positive impacts on the outcomes of leadership, but the transactional leadership had a negative impact on outcomes of leadership. According to results of multiple regression analyses, transformational leadership had a grater positive impact on outcomes of leadership than did transactional leadership. Transformational leadership is expected to promote and enhance the effectiveness of the hotel leaders, as well as the airline employee's extra effort, their satisfaction with the leader, involvement in the organization, and their perception of management outcomes. It is imperative that the airline industry continues to develop transformational leader.

• 한국항공운항학회지
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• 제15권4호
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• pp.53-63
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• 2007

This paper examines the safety perception of passengers on low cost carriers which has made several accidents and incidents at the early stage of their business. The concept of low cost carrier is becoming more important to airline industry in Korea. This study achieves the first selecting attribute among airline service factors on domestic flights and try to indicate that how much the passengers trust in the safety of low cost carriers. It is also sets the comparative safety awareness between low cost carriers and two full service national carriers in domestic market. The safety perception of aircraft type can be a major factor for LCC choice in Korea due to frequent accidents and incidents for last two years. More than 60% of LCC passengers have increasingly considered the safety after recent accidents. The low cost airlines' images of the passengers showed that the first image of the LCC was the fare and the second image was safety. This study indicates that most of the LCC travelers will use the international low cost airlines when LCC extend their destination to adjacent countries. For the accomplishment of the low cost carriers' competitiveness in domestic market, they have to try to get rid of bad image for safety and pay extra attention to find out better services other than the safety and develop other strategies to compete against existing full service carriers.

• 한국경영과학회지
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• 제29권4호
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• pp.95-116
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• 2004

This study will attempt to build an integrated model of the customer satisfaction process with service encounter in a comprehensive point of view including the expectancy-disconfirmation theory, justice theory, and attribution theory. In addition, this study will attempt to examine the influence of service failure-related variables and service recovery-related variables on customer satisfaction in the airline firms' service failure and recovery situation. The results showed that the higher the controllability and severity of the failure, the more positive influence on expectancy of recovery and more negative influence on the recovery satisfaction increased. They also showed that the higher procedural recovery efforts and distributive/interactional recovery efforts, the more positive influence on perceived recovery performance and recovery satisfaction also increased. It was found that the recovery satisfaction with service encounter depended on the extent to which the customer's perception of recovery efforts confirmed the expectancy of recovery. Also it was found that perceived recovery performance has an effect on recovery satisfaction through the mediation of recovery disconfirmation indirectly as well as directly.

• 한국IT서비스학회지
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• 제19권5호
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• pp.107-124
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• 2020

Due to spread of covid-19, which began in December 2019, the usage of online distance learning has expanded within colleges. However, because of the lack of readiness for running online distance learning, professors and students had to experience a lot of inconvenience. In the near future, the usage of online distance learnig is expected to more expand, thus, it seems that there should be a strategies for sustainable online learning operations. This study aims to investigate which factors have impact on the continuance intention to usage of online distance learning of airline department students, focused on Post-Acceptance Model. For the empirical analysis, this study utilized a structural equation model after collecting 136 survey data. The results is as follow; First, user interface has positive impact on confirmation and confirmation has positive impact on satisfaction of online distance learning. Seconds, confirmation has positive impact on perceived usefulness, flow and social presence. Third, social presence has positive impact on satisfaction of online distance learning, but perceived usefulness and flow didn't have statistically meaningful impact on satisfaction. Finally, statisfaction of online distance learning has huge positive impact on continuance intention to usage. It is expected that the implications of this study enable colleges effectively to run online distance learning in preparation for the post-covid 19 era.

• 유통과학연구
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• 제15권1호
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• pp.15-20
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• 2017

Purpose - Other customers within the same service environment do influence a customer' attitude and behavior toward a service firm. Specially, other customers' misbehaviour and various service problems stemmed from them could make the other customers suffer some bad experiences. However, there are few studies to answer how the spillover effect of a service failure arisen from other customers' misbehavior. This study is aimed to examine how service failure due to the dysfunctional behavior of other customers has negative effects on customer evaluation with the service provider. Research design, data, and methodology - Data were collected from a survey based on consumers' retrospective experiences in airline service context. The hypothesized relationships were tested conducting structural equation modeling. Results - Our results show that the attribution of a firm responsibility for other-customer failure has a positive influence on customer's recovery expectation, in turn, it is negatively related to customer satisfaction. Furthermore, perceived service provider's efforts positively influence customer satisfaction. Conclusions - Although a service failure was caused by other customer's misbehavior, employees should be able to alleviate any bad feelings of the affected customers. Furthermore, service providers should provide proper recovery efforts for solving problems caused by the other customers for the wounded customers.

• 한국항공우주법학회:학술대회논문집
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• 한국항공우주법학회 2008년도 제40회 국제학술발표대회
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• pp.153-161
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• 2008

What was once known as common courtesy is rapidly disappearing in the air travel industry, and the violent behavior known as air rage is a constant threat. Once sought after by other industries for advice because of its expertise in customer service, the air travel industry has now slipped to the lowest rungs of companies with unhappy customers. As airlines cut corners in order to avoid bankruptcy, passengers' patience is tested by the stress of flight delays, crowded airports and close packed seating on airplanes. This article examines the situation, strategies used by passengers and ways the airline industry might better inspire courteous behavior in passengers. A cultural expectation of entitlement and competitiveness for limited resources has led to a breakdown in civilized behavior throughout society, both in the United States and internationally. Air travelers faced with rude and intrusive behavior from others on the flight are beginning to find their own ways of coping, such as high quality headphones to block offensive noises, and mechanical devices to keep the seat in front from reclining to the point where it hits their knees. The most potentially effective remedies will come from airlines that enlist cooperation by offering effective passenger education and possibly even incentives. Acceptable airline behaviors need to be plainly defined and stressed for passengers, both before boarding and onboard. In this paper, some methods are suggested to motivate passengers and to inspire courteous behavior.

• 유통과학연구
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• 제12권3호
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• pp.105-109
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• 2014

Purpose - Leadership style is an important factor in determining the attitude and behavior of employees and their satisfaction with an organization. Contributing the efficiency of an organization, Especially, servant leadership focusing on meeting employees' hopes and desires positively affect success of the organization and performance of employees. In the airline service industry it is necessary to conduct studies for an internal marketing on servant leadership that emphasizes the trust in the dignity of humans and spirit of service to subordinates as a factor affecting the job satisfaction. Research design, data, and methodology -Therefore, in this research, it is empirically analyzed that employees' perception of a supervisor's support plays mediating role in the relationship between employees' perception of servant leadership and perception of an organization's support using multiple and hierarchal regression analysis targeting 243 employees working in D Airline. Result - As a result, Employees' employees' perceived supervisor's support mediates the relationship between employees' perceived servant leadership of a supervisor and employees' perceived organizational support. Conclusions - This study suggests that the servant leadership of a supervisor perceived by employees constitutes an important preceding variable in enhancing the employees' perception on organizational support.

• 한국항행학회논문지
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• 제15권2호
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• pp.171-180
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• 2011

본 논문은 감정노동 종사자 중 항공사 콜센터에 근무하는 상담원을 대상으로 감정노동과 이직의도와의 관계와 그 관계를 조절하는 사회적 지원의 효과를 검증한 것이다. 분석결과 항공사 콜센터 상담원의 감정노동은 이직의도와의 관계에서 정(+)의 유의한 영향을 미치는 것으로 나타났으며 감정노동과 이직의도와의 관계에서 사회적지원은 부(-)적으로 조절역할을 하는 것으로 나타났다. 이는 상사와 동료의 지원이 상담원의 감정노동으로 표출되는 이직의도와의 관계를 감소시키는 역할을 한다는 것이다. 이러한 연구결과는 항공사 조직관리 측면에서 상담원의 감정노동 수준을 정확히 파악하여 콜센터 경쟁력에 기여하고 이는 상담원의 이직의도를 낮출 수 있음을 시사하고 있다.

• The Journal of Asian Finance, Economics and Business
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• 제7권5호
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• pp.155-166
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• 2020

This study investigates the importance of professional models in the promotion of the corporate brand attitude through differentiated marketing strategies in the saturated low-cost carrier (LCC) aviation market. The attributes of professional models affect brand attitude and brand loyalty. The study seeks to identify the factors affecting brand loyalty through the contribution of professional models. The empirical analysis is based on a questionnaire survey conducted online and off line over a seven-month period, from January to July 2019. Some 292 valid samples could be used. The study conducted a positive factor analysis using AMOS 18.0 and a reliability analysis using SPSS 18.0. Reliability of measurement tools was performed using Cronbach's alpha. The attributes of professional models relating to airline advertising include: reliability, attractiveness and expertise. These attributes are shown to have a significant impact on brand attitude and brand loyalty toward LCCs. The findings reveal that reliability and expertise have a significant influence on the brand attitude and the formation of brand loyalty. Professional models' attractiveness has no significant impact on brand attitudes and brand loyalty. The mediating effect of professional models' attributes on the relationship between brand attitude and brand loyalty also show a significant positive effect.

• 품질경영학회지
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• 제46권1호
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• pp.135-152
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• 2018

Purpose: This study attempted to analyze how the ego state of flight attendants affects their job satisfaction and customer orientation using Berne's (1966) transactional analysis and further compare the difference between job satisfaction and customer orientation depending on demographic characteristics, position, and ego state. Methods: The data was collected by using the structured questionnaires to flight attendant of major airline companies. The proposed research model is tested using 164 valid questionnaires using SPSS 23 and Smart PLS 2. Results: This research indicated the only free child ego sate among ego state factors of flight attendant was found to have a positive impact on job satisfaction. In the relationship between ego states and customer orientation, all ego state factors were found to have a significant influence on customer orientation. Conclusions: The study offered a theoretical and empirical foundation for future research by empirically identifying the relationship between ego state factors and customer orientation in the in-flight service and suggested the strategic implications to increase job satisfaction and customer orientation based on the psychology and ego state of flight attendant.