서비스종사자의 커뮤니케이션 특성이 라포형성과 관계의 질에 미치는 영향

전진명 한국산학기술학회 2022 한국산학기술학회논문지 Vol.23 No.5

This paper seeks to prepare companies and service practitioners for their customers' anticipated rapid behavioral changes in the post-COVID-19 era by studying the relational influence of service workers' communication characteristics on rapport formation and relationship quality with customers. An industry-wise survey was conducted on customers using personal services over the previous year. According to the study's preliminary results, the verbal characteristics of service workers had a significant effect on the formation of rapport with customers. This result supports the previous studies on the topic. While proxemics and physical appearance were rejected as influencers, kinesics were observed to significantly influence the formation of rapport. It is believed to be so because customers who have been affected by the pandemic regard proxemics and physical appearance as must-be quality elements. The results of this study highlight the importance of kinesics and the need for education in the post-COVID-19 era to prepare for various problems that may cause communication imbalances. Verbal communication and kinesics training should be offered at the corporate level to improve the communication skills of service workers, thereby building their rapport with customers and improving the quality of long-term relationships. 본 연구는 포스트 코로나 시대 급변하는 고객 행태 변화에 대비하기 위해 서비스종사자의 커뮤니케이션 특성이 고객과의 라포형성과 관계의 질에 미치는 영향관계를 분석하여 기업과 서비스실무자에게 시사점을 제시하고자 한다. 이를 위해 최근 1년 동안 산업별 인적서비스 이용 고객을 대상으로 설문조사를 하였으며, 연구결과는 다음과 같다. 첫째, 서비스종사자의 언어적 커뮤니케이션은 고객과의 라포형성에 유의한 영향을 미치는 것으로 나타났으며 이는 선행연구를 지지하는 결과이다. 둘째, 신체언어는 라포형성에 유의한 영향을 미쳤으나, 공간언어와 신체적 외형 가설은 기각되었다. 공간언어, 신체적 외형은 팬데믹을 경험한 고객들에게 당연적 품질로 지각되기 때문인 것으로 사료된다. 연구결과는 포스트 코로나 시대에 커뮤니케이션 불균형으로 야기될 수 있는 여러 문제를 대비하기 위해 신체언어의 중요성과 교육의 필요성을 시사한다. 기업 차원에서 언어적 커뮤니케이션과 신체언어 훈련 프로그램을 개발하여 서비스종사자의 커뮤니케이션 능력을 고도화시켜야 하며, 이를 통해 고객과의 라포형성 및 장기적인 관점에서 관계의 질을 향상시킬 수 있다.

위드 코로나 시대 항공사 승무원의 언어적, 비언어적 커뮤니케이션이 라포형성과 신뢰에 미치는 영향

전진명 한국엔터테인먼트산업학회 2022 한국엔터테인먼트산업학회논문지 Vol.16 No.4

Airline companies are operating infection prevention programs such as Care First or Care Plus to block the spread of COVID-19 and ensure safe air travel. Specifically, crew wore facial covers (masks, protective gowns, sanitary gloves, goggles, etc), and in-person interface and sharing of items, documents, and surfaces were minimized. They could cause issues in the course of communication between passengers and crew, resulting in service failures and customer dissatisfaction. Hence, this study conducted an empirical analysis of how verbal and non-verbal communicarion of cabin crew affect rapport formation and customer trust with customers in the “With-COVID-19” era where people co-exist protracted pandemic. A total of 323 samples were collected, reliability and validity of research instruments and model fitness were tested using SPSS23 and AMOS 22 programs, and hypotheses were tested. Furthermore, as this research is regarding communication between cabin crewa and passengers in the With-COVID-19 era, the samples were passengers who used air flights within the past year after the social distance tule and in-flight infection control measures were implemented. Based on the research findings, the following implications are proposed. First, given non-verbal communication makes a significant impact on rapport formation with customers amid reduced verbal communication due to COVID-19, regular crew education is necessary to emphasize such effect, and airline companies need to support crew so that they can manage their kinesics, proxemics, and physical appearance. Third, new services and proper service language need to be developed to build rapport and affinity with customers and maintain competitveness.

항공사 비대면 서비스의 지각된 혜택 및 희생이 지각된 가치와 행동의도에 미치는 영향 : 가치기반수용모델(VAM)을 중심으로

전진명(Jeon, Jin-Myoung) 한국관광레저학회 2021 관광레저연구 Vol.33 No.9

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.

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.

코로나19 상황 항공사 객실서비스에 대한 연구-A 항공사를 중심으로

전진명(Jin-Myoung Jeon) 한국엔터테인먼트산업학회 2024 한국엔터테인먼트산업학회논문지 Vol.18 No.2

객실승무원의 일과 삶의 균형이 직무스트레스, 이직의도에 미치는 영향 - 직무성과의 조절효과 -

홍성훈,전진명 한국호텔리조트학회 2020 호텔리조트연구 Vol.19 No.5

This study is about the effect of the work-life balance of the cabin crew on job stress and turnover intention. The work-life balance was selected as one of ways to increase the service productivity of airlines, and the purpose is to identify the causal relationship between them and manage turnover intentions. This study empirically analyzed 214 cabin crew working for Full Service Carrier. As a result, it was found that the failure to manage the war crew of the cabin crew also affected job stress and turnover intention. This study set the work-life balance into four sub-factors, Work-family balance, work-leisure balance, work-performance balance, overall balance. Among these, the balance between work and leisure did not appear to affect job stress, however, others were found to have an effect. Job stress affects job turnover intention. And some factors showed a moderating effect on job performance. Based on these data, I would like to give basic data to human resource management related to airline cabin crew. Also This study is recommended that airlines establish a policy for work-life balance to makes it easier for flight attendants to manage their turnover intention and improve the service performance of cabin crew.

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.

항공사 객실 승무원의 안전 활동이 지각된 품질, 신뢰 및 고객만족에 미치는 영향에 관한 연구

최금년(Choi, Keum Neon),전진명(Jeon, Ji Myoung),김영택(Kim, Young Taek) 한국서비스경영학회 2015 서비스경영학회지 Vol.16 No.4

This study has investigated the influence of safety activities of airline cabin crew on the perceived service quality, trust and customer satisfaction. The study result showed that the effect of safety activities of cabin crew have a significantly positive effect on perceived service quality, but it did not have a significantly positive effect on the customer satisfaction and trust. Also, the perceived quality has been assessed to have a significantly positive effect on trust and customer satisfaction, and the trust of airline has had a significantly positive effect on customer satisfaction.

산화아연 버퍼막 열처리 시간에 따른 이종접합 다이오드 특성 변화 연구

허주희,신창미,Han Qifei,장진탁,전진명,류혁현 한국표면공학회 2010 한국표면공학회 학술발표회 초록집 Vol.2010 No.5