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고객 충성도 및 항공사 이미지 형성에 기내 서비스품질이 미치는 영향
왕수명,박혜윤,Wang, Soo-Myung,Park, Hye-Yoon 한국항공운항학회 2016 한국항공운항학회지 Vol.24 No.2
The cabin service quality expected by customers during the air travel can be the top priority to choose an airline. Customers' perception about cabin service quality evaluation are important for developing differentiated cabin service strategies of airlines, so this study aims to analyze the effect of the cabin service quality on airline image and customer loyalty. For achieving this purpose, literature study and empirical study on cabin service, customer loyalty and airline image were performed together. As a results of research, a high level of the cabin service quality provided by airlines significantly influenced positive images of airlines and customer loyalty. And customers' positive image towards airlines practically had a substantial influence on the improvement of customer loyalty. These study results would help in creating positive images of airlines and securing customer loyalty by developing differentiated and improved cabin service quality strategies of each airline in the limitless competition of the aviation service industry.
운항 중 항공기 내 감염병 확산 방지를 위한 해외 주요 지침의 대응 요소 분석 연구 - 미국, 캐나다, 유럽연합, 호주, 중국의 객실 운영지침을 중심으로
윤형진 ( Yoon Hyung Jin ),왕수명 ( Wang Soomyung ),최승리 ( Choi Seunglee ) 한국의료복지건축학회(구 한국의료복지시설학회) 2020 의료·복지 건축 Vol.26 No.3
Purpose: As communicable disease, COVID-19, pandemic strikes over the world, it is critically bewared that air travel possibly be a major pass way to deliver the infectious disease virus. Especially the airplane could be an unique environment to cultivate the virus spreaders. In order to keep the continuous safe airway as well as the industry, related international associations and organizations have been published the guidelines for the prevention and control the infectious disease through the all aspects of aviation. By reviewing the guidelines, focusing on the in-flight infection prevention and control, this study would not only inform a summary of the international guidelines but also provide an essential and general consideration for related research or guideline study. Methods: Guidelines of 5 major countries are reviewed, which has been seriously influenced by COVID-19 : U.S., Canada, E.U., Australia and China. The items of the guidelines are re-categorized as its similarity and structure by applicable cases. Results: The result of this study shows that each guideline seems to share a major structure and issue such as identifying sick traveler, sick passenger care, and cleaning even though that of China has a different since it used to consider the flight conditions based on 3 levels of infection risk. For sick passenger care, the guidelines includes crew safety, service level, sick passenger isolation, and cleaning. Implications: A published guideline as a public manual could be to prevent and control the in-flight infection efficiently and promptly. It also could provide a confidence of knowledge and educate for all users to prepare the in-flight emergency as well.