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- 저자 : 배신영 ( Shin Young Bae ) (검색결과 7 건)
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항공사 내부마케팅이 객실승무원의 서비스몰입에 미치는 영향 -외국항공사를 중심으로-
배신영 ( Shin Young Bae ) 한국항공경영학회 2013 한국항공경영학회 추계학술대회 Vol.2013 No.-
본 연구는 항공기업의 경쟁력을 창조 · 유지하는 핵심요소인 객실승무원에 대한 관리의 필요성을 인지하여 항공사의 인적자원관리인 내부마케팅 활동을 연구하고자 진행되었다. 한편 기존의 연구들은 국내항공사의 내부마케팅 활동에 국한되어 있기에 본 연구는 항공사의 경쟁력 확보를 위해 외국항공사를 대상으로 내부마케팅 활동이 고객만족 유인인 서비스몰입에 미치는 영향을 규명하고자 하였다. 연구의 대상은 SKYTRAX가 선정한 2013년 최고의 항공사인 E항공사의 객실 승무원 254명을 대상으로 진행하였으며 2013년 8월 31일부터 10월 28일까지 약 8주간 설문을 실시하였다. 연구결과 내부마케팅 활동인 보상 및 지원, 교육훈련, 의사소통 및 복지, 권한위임 모두 서비스몰입 요인인 서비스가치와 직무몰입에 유의한 영향을 미치는 것으로 나타났다. 이에 본 연구는 항공 경영의 인적자원관리를 위한 전략수립에 기초자료를 제공하고 항공사의 고객만족과 서비스품질 향상에 유용한 정보를 제공했다는 점에서 학문적 의의가 크다고 하겠다. The paper proposes and empirically evaluates an internal marketing in a foreign airline to create value for the service commitment on flight attendants. To achieve the objectives, it researches for the link between internal marketing activities and flight attendants` service commitment with surveying 254 cabin crews in E airline, and the survey was conducted from Aug. 31. 2013 to Oct. 28. 2013. In particular rewards and supports, training, sharing information and benefits and employee empowerment as key internal marketing practices was shown to be strongly related to service commitment. In this paper, we have outlined a fundamental material of internal marketing by integrating aspects of HR management and service marketing. Of particular importance herein is to provide necessary strategy to an airline industry for improving customer satisfaction and service quality.
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델파이 기법을 이용한 항공서비스학과의 교육서비스품질 측정도구 개발 연구
배신영(Bae, Shin Young),홍석기(Hong, Suk-Ki) 한국서비스경영학회 2021 서비스경영학회지 Vol.22 No.3
This study aims to develop the measuring instrument of the educational service quality that can be applied to the department of airline services in universities, and reveal the dimensions that reflect the characteristics of the department of airline services in universities. To achieve the purpose of this study, the initial measuring instrument of the education service quality was derived through the thorough analysis of the previous studies, and the contents of the measuring instrument were developed through conducting three rounds of Delphi surveys. The results showed that the educational service quality factors in the department of airline services were identified 7 dimensions and 42 items which were global support factors, employment support factors, education factors, professor factors, reputation factors, environmental factors, and department management factors. This study suggests the direction of education that the department of airline services should aim for, and provides implications for efficient department operation to improve the department of airline services’ specialty and educational service quality in the future.
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항공사 내부마케팅이 객실승무원의 서비스몰입에 미치는 영향 -외국항공사를 중심으로-
배신영 ( Shin Young Bae ),전애은 ( Ae Eun Jeon ),김민수 ( Min Su Kim ) 한국항공경영학회 2014 한국항공경영학회지 Vol.12 No.3
본 연구는 항공기업의 경쟁력을 창조.유지하는 핵심요소인 객실승무원에 대한 관리의 필요성을 인지하여 항공사의 인적자원관리인 내부마케팅 활동을 연구하고자 진행되었다. 전 세계적으로 증가하고 있는 관광수요와 한국에 취항하고 있는 외국항공사의 수가 지속적으로 확대됨에 따라 본 연구는 항공사의 경쟁력 확보를 위해 외국항공사에서 실행하고 있는 내부마케팅의 주요 요인이 무엇인지 규명하고 이러한 내부마케팅 활동이 고객만족 유인인 서비스몰입에 미치는 영향을 규명하고자 하였다. 연구의 대상은 SKYTRAX가 선정한 2013년 최고의 항공사인 E항공사의 객실승무원 254명을 대상으로 진행하였으며 2013년 8월 31일부터 10월 28일까지 약 8주간 설문을 실시하였다. 연구결과 외국항공사에서 실행하고 있는 내부마케팅 활동은 보상 및 지원, 교육훈련, 의사소통 및복지, 권한위임으로 나타났고 이 활동들은 모두 서비스몰입 요인인 서비스가치와 직무몰입에 유의한 영향을 미치는 것으로 나타났다. 이에 본 연구는 외국항공사의 내부마케팅 활동에 대한 연구가 전무한상황에서 외국항공사의 내부마케팅 요인들을 규명해내고 서비스몰입과의 영향관계를 분석하여 항공경영의 전략수립을 위한 기초자료를 제공했다는 점에서 학문적 의의가 크다고 하겠다. The paper proposes and empirically evaluates an internal marketing in a foreign airline to create value for the service commitment on flight attendants. To achieve the objectives, it researches for the link between internal marketing activities and flight attendants’ service commitment with surveying 254 cabin crew members in E airline, and the survey was conducted from Aug. 31. 2013 to Oct. 28. 2013. In particular rewards and supports, training, sharing information and benefits and employee empowerment as key internal marketing practices were shown to be strongly related to service commitment. In this paper, we have outlined a fundamental material of internal marketing by integrating aspects of HR management and service marketing. Of particular importance herein is to provide a necessary strategy to an airline industry for improving customer satisfaction and service quality.
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항공계열 대학생의 자기효능감 및 학업적 적응에 관한 연구
배신영,Bae, Shin-Young 한국항공운항학회 2015 한국항공운항학회지 Vol.23 No.3
Recently the departments of aviation-related in the college are increased as the aviation industry is rapidly expanded. To enhance their competitiveness and have differentiation, it is emphasized for each department to manage and teach their students well. Therefore this study aims to examine self-efficacy and academic adjustment of aviation-related college students and investigate the relationship between self-efficacy and academic adjustment. To achieve the objectives, it conducted a survey of aviation-related college students in C university from Apr. 27th. 2015 to May. 22th. 2015. A total of 225 questionnaires were analyzed using SPSS 18.0 statistical package program and frequency analysis, factor analysis, reliability analysis, multiple regression analysis, correlation analysis and one-way ANOVA were conducted. The result released that general self-efficacy was recognized higher at the department of aviation operation than aviation maintenance and aviation service and social self-efficacy was recognized higher at the department of aviation service than aviation maintenance and aviation operation. Also general self-efficacy had an influence on the motivation, application and performance and social self-efficacy affected motivation, performance and academic environment. The implication of these findings would help to manage aviation-related college students, develop their departments and provide the directions for future research.
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항공관련학과 전공자의 지각된 진로장벽이 진로결정수준에 미치는 영향 -진로스트레스의 매개효과를 중심으로-
배신영,Bae, Shin-Young 한국항공운항학회 2015 한국항공운항학회지 Vol.23 No.4
In this study, it examined whether recognized career barriers among students of majoring in aviation affected career stress and career decision level, and career stress moderated the impact of career barriers on career decision level. For this purpose, it conducted a survey of aviation-related college students in C university from Sep. 21th. 2015 to Oct. 8th. 2015. A total of 225 questionnaires were analyzed using SPSS 21.0 statistical package program and frequency analysis, factor analysis, reliability analysis, regression analysis, and correlation analysis were conducted. Findings indicated that career barriers partly influenced the career stress and career decision level. Also, career stress had an negative effect on career decision level. Lastly, career stress moderated the impact of career barriers on career decision level. The implication of this paper would be used as a fundamental material to guide for career direction to students majoring in aviation.
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