항공사 승무원의 서비스 회복 행동, 서비스 행동 및 서비스 품질에 미치는 문화적 영향에 관한 연구 = 미국 승무원과 일본 승무원 간의 비교

다국어 초록 (Multilingual Abstract)

The purpose of this study is to find out the cultural influence on service recovery performance, service behavior and service quality of American and Japanese flight attendants working in an American air carrier. To accomplish this study, a total of 240 questionnaires were handed out to American and Japanese flight attendants and 191 copies were used for analysis. To analyze the collected data, factor, reliability analysis and T test were conducted. The results of this study are as follows. First, American flight attendants were higher in service recovery performance than Japanese flight attendants. Second, there were differences in service behaviors between two groups showing that American flight attendants are higher in extra-role and role-prescribed service behaviors. There was no difference in cooperation. Third, out of 4 dimensions of service quality, American flight attendants are higher in all of 4 dimensions which are tangible, reliability/assurance, responsiveness, and empathy.