항공사의 서비스공정성이 고객만족과 고객불량행동에 미치는 영향에 관한 연구 -고객 감정 반응의 매개효과- = Study on the Effect of the Service Justices from the Airlines to the Customer Satisfaction or Customer Badness Behavior -Mediator Effect for the Customer Emotional Response-

다국어 초록 (Multilingual Abstract)

This study is about the effect for the customer satisfaction or customer badness from the recognized service justices among users of the domestic airlines through the mediation effects for positive emotional responses and negative emotional responses. For analysis of actual proof, responses from 100 domestic airline users are selected for the material. In result of the analysis of actual proof, the service justices influences partly on the positive customer emotional responses and it influences on the negative emotional responses either. Also, the negative emotional responses affects the customer badness behavior related effects and the positive emotional responses affects the customer satisfaction related effects. From the result of this study, it is recognized in the customer perspective that the importance of the systematic management and operation for the three concepts of the service justices to maximize the service quality, suggested that the practical implication about the necessity of the various efforts for doing high quality customer services and from the vulnerability of this study, the direction for the furthermore is also suggested.

참고문헌 (Reference)

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3 이동희, "항공사 객실승무원의공정성이 조직몰입 및 이직의도에 미치는 영향" 한국항공경영학회지 (249-265.) : 2007

4 중앙일보, "여승무원 폭행 임원"

5 경기도 소비자정보센터, "소비자로부터 부당한요구 경험"

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