기내 수행서비스 품질, 지각된 가치, 만족, 행동 의도 간 인과관계에 관한 연구

• 영문명: The Relationship between In-flight Service Quality, Perceived Value, Satisfaction, and Behavioral Intention: A Comparison of Competing Models
• 발행기관: 한국관광학회
• 저자명: 최환석 조주은
• 간행물 정보: 『관광학연구』제34권 제5호, 243~264쪽, 전체 22쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2010.08.31

영문 초록

By comparing four competing models(i.e, research model, cronin et al model, satisfaction model and value model), this study tested the relationship between in flight service quality, perceived value, satisfaction and behavioral intention. In order to examine the four competing models, scales of performance-based service quality, perceived value, satisfaction, and behavioral intention developed in previous studies were modified and used. Data were collected from 378 Korean and Japan airline customers at Incheon International Airport on December 2009. Results revealed that the proposed research model proved as the best model to explain the relationship between the service quality, value, satisfaction, and behavioral intention. Results also indicated that the service quality may not be a good predictor of behavioral intention. Several implications and limitations of the stud were also discussed.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증 분석 결과

Ⅴ. 결론

참고문헌

키워드

서비스 수행품질 지각된 가치 행동의도 만족 항공사서비스 Performance-based service quality Perceived value Behavioral intention Satisfaction Airline service