여행형태가 항공여객기 객실서비스 품질지각과 만족에 미치는 영향

• 영문명: The Impact of Travel Characteristics on Customers' Perception and Satisfaction of Airline Cabin Service Quality
• 발행기관: 관광경영학회
• 저자명: 이화인(Whain Lee) 양희옥(Heeok Yang)
• 간행물 정보: 『관광경영연구』제5권 제2호, 156~176쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2001.06.30

영문 초록

This study investigated the impact of travel characteristics on airline customers' perception and satisfaction levels of cabin service quality. Airline cabin service was categorized into five factors: hospitality/reliability, F&B service, amenity and duty-free shopping, physical evidence, and recreation service. It was revealed that some travel characteristics such as travel purpose, destination, length of duration, size of the travel group, seat class, and membership are possible antecedents of customers' perception and satisfaction levels of airline cabin service quality.

목차

Ⅰ. 서 론

Ⅱ. 항공여객기 객실서비스의 유형과 특성

Ⅲ. 항공사 서비스의 구성요인 및 선택속성

Ⅳ. 조사설계

Ⅴ. 분석결과

Ⅵ. 결론 및 토론

참고문헌