항공운송서비스 공정성이 고객만족에 미치는 영향

• 영문명: An Impacts of Air Transportation Service Justices on Customer Satisfaction
• 발행기관: 대한관광경영학회
• 저자명: 이지영 김규호
• 간행물 정보: 『관광연구』제16권 제1호, 241~256쪽, 전체 16쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2001.06.30

영문 초록

The purpose of this study is to identify the impacts of air transportation service justices on customer satisfaction. Air transportation service justice was examined in the light of interactional justice, distributive justice and procedural justice. Through the previous review, all of three service justices were confirmed to directly influence on customer satisfaction. Data were collected from 150 airline passengers at Taegu airport in Taegu, Korea and multiple regression analysis was performed with SPSSW1N. The empirical results show that in the processing of airline service, interactional justice and distributive justice have an important effect on customer satisfaction, while procedural justice does not influence on it. Specially, the significant effect of interactional justices on customer satisfaction will be very helpful to all airlines, which are based mainly on the human resources, to develope effective service marketing strategy.

목차

Abstract

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 실증연구

Ⅳ. 결론 및 시사점

참고문헌

키워드

항공운송서비스 상호작용공정성 절차공정성 분배공정성 고객만족