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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.
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.
항공사 객실승무원의 정서지능이 협력행동, 자기효능감, 직무만족에 미치는 영향에 관한 연구
김미희(Kim, Mi-Hee),최금년(Choi, Keum-Neon),한국(Han, Kook) 한국서비스경영학회 2018 서비스경영학회지 Vol.19 No.3
This study has investigated the effect of emotional intelligence of airline`s cabin crew on the cooperative behavior, self-efficacy and job satisfaction. With these measurement items 430 A airlines cabin crew were surveyed form August 1st to October 31st, 2017. Of these, 368 respondents were used for the final analysis, Confirmatory factor and structural equation modeling were executed using AMOS 20. The study result showed that the effect of emotional intelligence of cabin crew have a significantly positive effect on cooperative behavior and self-efficacy(except self-emotional appraisal). Also, cooperative behavior has been assessed to have a significantly positive effect on self-efficacy and job satisfaction. but self-efficacy did not have a significantly positive effect on job satisfaction.