서비스스케이프가 고객만족, 관계의 질, 관계행동요인에 미치는 영향관계 = 항공사 서비스 중심으로

다국어 초록 (Multilingual Abstract)

Currently fierce competitions between airlines are requiring efforts such as introducing new managements, establishing new marketing strategies, management techniques on earning rates, and strategic alliances between multi-national airlines etc. When selecting any airlines, customers at now do not conclude decision-making based on airline`s kinds of aircraft, routes, and air fares only. So, airlines are endeavoring so that passengers could be regular customers on specific airlines by providing useful mileage system, cabin amenities, and satisfactory services when contacting with them. Customers become to contact with the servicescape primarily before experiencing direct services, and this is recognized after being transformed to corresponding services. Also, as they experience the service process as restricted forms within physical frames of given environments, they became to receive corresponding services based physical environments consciously or unconsciously, and then evaluate the image and quality on services. Actually, it can be looked easily that servicescape in the service industry such as airlines, hotel, restaurant, bank, and large mart etc are effecting to customer`s behaviors and responses while forming images on corresponding companies(Baker, 1987; Bitner, 1986; Booms & Bitner, 1982; Shostack, 1997; Parasuraman et al., 1985). Therefore, the study will look into customer satisfactions having been investigated as related concepts with service quality at such servicescape, and intends to correctly grasp services that can satisfy customer`s needs through researching on effects of influencing to relevant quality and behavioral factors. Finally, this study could lay a meaning in giving helps to establishing effective corporate managing strategies so as to enhance customer satisfactions together with providing aerial services differently from previous ones in levels by seizing these services.