직원관점의 항공사 캐빈 서비스스케이프(Cabin Servicescape) 척도 개발 = Scale Development of Airline Cabin Servicescape from the Standpoint of Flight Attendants

다국어 초록 (Multilingual Abstract)

Using four steps, this study attempted to develop the Airline Cabin Serivcescape(ACS) scale from the standpoint of flight attendants in the airline industry. First, 150 preliminary items were drawn from the literature review. Second, 150 items were reduced into 47 ones after in-depth interviews with 5 flight attendants and 9 faculty members with more than five years of field experience. Third, pre-test was conducted with experts who were interviewed in third step and 20 students majoring in airline service department. Lastly, surveys were carried out twice for the flight attendants of national carriers(K & A airline). Through these multiple steps of analysis process, ACS scale with reliability and validity was developed with 7 dimensions such as design, consideration of superiors and fellows, passengers, cabin comfort, service items, layout, & cleanliness.