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항공사 객실승무원의 직무역량이 브랜드 이미지와 재이용의도에 미치는 영향
첸드돌람(GANKHUYAG TSENDDULAM),김민수(Kim, Min Su),이슬기(Lee, Seul Ki) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.3
The purpose of this study is to analyze the effect of airline cabin crew"s job competency on brand image and passenger"s intentions to reuse. For the empirical analysis of the study, 260 copies of data were collected by conducting a survey targeting those who had experience using domestic/foreign aircraft. 249 copies were used for the final analysis, and the programs used were SPSS v.18 and AMOS v.18. The findings are summarized as follows. First, it was found that the safety management competency, safety responsibility competency, and service competency of airline cabin crew have a positive effect on brand image formation. Second, it was found that airline cabin crew"s safety management competency, safety responsibility competency, and service competency have a positive effect on reuse intention. Third, the brand image was found to have a positive effect on the intention to reuse. These results are expected to be used as basic data for understanding the mechanisms among airline cabin crew"s job competency, brand image, and performance, and for preparing competency reinforcement strategies to improve airline personnel service levels.
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