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항공사 모바일 앱의 서비스 편의성과 행동의도와의 구조적 관계에 대한 연구
전진명(Jeon, Jin-Myoung),최금년(Choi, Keum-neon),김영택(Kim, Young-Taek) 한국서비스경영학회 2016 서비스경영학회지 Vol.17 No.2
Even though customers" convenience orientation has increased, there has not been much research on airline mobile-app users" characteristics, their use pattern, and their satisfaction. Based on domestic and foreign previous studies, this research tries to analyze the structural relationship that service convenience of airline mobile-app affects behavioral intention through perceived value and customer satisfaction. All hypotheses of service convenience, customers" perceived value, and customer satisfaction were rejected. Compared to other transportation industries, the airline industry has yet to reach a level of customers" convenience orientation. Therefore, airlines need to take it into account in order to increases their rate of sales through the activation of their mobile applications.
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코로나19 시대 항공사 객실승무원의 비언어적 커뮤니케이션이 승객과의 라포형성과 충성도에 미치는 영향 연구
전진명(Jin-Myoung Jeon) 한국산학기술학회 2023 한국산학기술학회논문지 Vol.24 No.3
본 연구에서는 감염병과 공존하는 코로나19 시대에 항공산업에서 서비스 품질에 영향을 미치는 인적요소인 객실승무원의 비언어적 커뮤니케이션이 승객과의 라포형성 및 충성도에 미치는 영향을 분석하였다. 이를 위해 전문 리서치 조사기관을 통해 2022년 3월 21일부터 3월 28일까지 총 357부를 배부하였고 이중 불성실 및 이상치를 보이는 데이터 34부를 제외한 323부를 최종분석에 활용하였다. 연구의 결과는 다음과 같다. 첫째, 객실승무원의 비언어적 커뮤니케이션 중 신체적 외양을 제외한 모든 요인이 신체적 언어, 의사적 언어, 공간적 행위 순서로 라포형성에 정(+)의 유의한 영향을 미치는 것으로 나타났다. 둘째, 객실승무원과 승객 간의 라포형성은 충성도에 정(+)의 영향을 미치며, 마지막으로 객실승무원의 비언어적 커뮤니케이션이 충성도에 미치는 간접효과 또한 신체적 외양을 제외하고 신체적 언어, 의사적 언어, 공간적 행위순서로 정(+)의 영향을 미치는 것으로 나타났다. 본 연구의 실무적 시사점은 코로나19 시대 항공사 객실승무원의 비언어적 커뮤니케이션 중 신체적 언어, 의사적 언어, 공간적 행위는 승객간의 라포형성에 큰 영향을 미치므로 이점을 강조할 수 있는 서비스 디자인 및 교육 개발이 필요하다. 라포형성의 선행요인인 예의바른 자세와 태도, 승객과 대화 시 적절한 서비스 거리 유지 및 눈맞춤, 호응과 어투 등의 서비스 기본에 대해서 그 중요성을 인지하며 숙련될 수 있도록 교육을 강화할 필요가 있다. 또한 코로나19로 인해 지속적으로 변화하는 서비스상황에서 기내에서 승객들이 승무원의 비언어적 커뮤니케이션이 긍정적으로 인지할 수 있도록 기내서비스 절차를 디자인해야 할 것이다. This study analyzes the nonverbal communication of cabin crew, a human factor affecting the service quality of the airline industry in the COVID-19 era, and its effects on building rapport and loyalty with passengers. A professional market survey company was employed to distribute 357 copies of a questionnaire from March 21 to 28 in 2022. Of the completed questionnaires, 34 with multiple answers and abnormalities were excluded, leaving 323 questionnaires for the final analysis. The following main results of the study can be summarized. First, excluding physical appearances, all non-verbal communication factors of the cabin crew had a significant positive effect on building rapport in the sequence of kinesics, paralanguage, and proxemics. Second, the rapport formation exchanged between the cabin crew and the passengers positively affected loyalty. Third, excluding physical appearances, the non-verbal communication of the cabin crew exerted an indirect positive effect on loyalty in the sequence of kinesics, paralanguage, and proxemics. The practical implications of this study are that the non-verbal communication of cabin crews is essential to building rapport with passengers in the COVID-19 era. Hence, there is a need to develop service designs and education focused on taking advantage of this aspect. Education on the importance and perception of service basics needs to be strengthened to ensure that cabin crew are skilled in predisposing factors of building rapport, including upright posture and attitude, maintaining appropriate service distance, eye contact, tone of voice, and response when communicating with passengers. Further, with continuously changing service situations due to COVID-19, in-flight service procedures need to be designed in a manner in which passengers can positively perceive the non-verbal communication of the cabin crew during flights.
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코로나19 상황 항공사 객실서비스에 대한 연구-A 항공사를 중심으로
전진명(Jin-Myoung Jeon) 한국엔터테인먼트산업학회 2024 한국엔터테인먼트산업학회논문지 Vol.18 No.2
Ever since the World Health Organization (WHO) declared the COVID-19 outbreak a “pandemic”, the highest warning level for infectious diseases, in March 2020, the international Civil Aviation Organization (ICAO) has proposed guidelines for member states to ensure safe quarantine practices. However, as airlines have the autonomy to respond and makes change to their cabin services, this may have caused confusion and increased the risk of infection for those traveling by air. This study examined the changes in Airline A’s in-flight cabin services during COVID-19 from January 2020 to January 2023. The simplification of services and the increased use of disposable items, which led to the development of disposable supplies and further training in service quality management, are discussed. This study derived the following conclusion. Changes in service must be approached with caution. Additionally, such changes should be based on careful and multifaceted consideration of quality, the service provider’s role, and the characteristics unique cabin class from the passengers’ perspective. The study found a need to enhance the quality of service items to prevent passenger complaints by simplifying the service procedure and providing disposable service items. Therefore, this study is expected to be used as basis data of airlines in the situation of infectious diseases.
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선택적 레이저 용융법으로 제조한 316L 스테인리스강의 기계적 이방성에 미치는 기공의 영향
박정민,전진명,김정기,성유진,박순홍,김형섭,Park, Jeong Min,Jeon, Jin Myoung,Kim, Jung Gi,Seong, Yujin,Park, Sun Hong,Kim, Hyoung Seop 한국분말재료학회 (*구 분말야금학회) 2018 한국분말재료학회지 (KPMI) Vol.25 No.6
Selective laser melting (SLM), a type of additive manufacturing (AM) technology, leads a global manufacturing trend by enabling the design of geometrically complex products with topology optimization for optimized performance. Using this method, three-dimensional (3D) computer-aided design (CAD) data components can be built up directly in a layer-by-layer fashion using a high-energy laser beam for the selective melting and rapid solidification of thin layers of metallic powders. Although there are considerable expectations that this novel process will overcome many traditional manufacturing process limits, some issues still exist in applying the SLM process to diverse metallic materials, particularly regarding the formation of porosity. This is a major processing-induced phenomenon, and frequently observed in almost all SLM-processed metallic components. In this study, we investigate the mechanical anisotropy of SLM-produced 316L stainless steel based on microstructural factors and highly-oriented porosity. Tensile tests are performed to investigate the microstructure and porosity effects on mechanical anisotropy in terms of both strength and ductility.
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