Q-방법론을 적용한 항공기 내 고객 불량행동 유형 분석

• 영문명: Analysis on the Types of Dysfunctional Customer Behavior in Aircraft using Q-methodology: Focusing on the Comparison of Perceptions between Airline Passengers and Flight Attendants
• 발행기관: 관광경영학회
• 저자명: 이주양
• 간행물 정보: 『관광경영연구』제23권 제5호, 503~523쪽, 전체 21쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.09.30

영문 초록

The purpose of this study was to analyze the perceptions of airline passengers and flight attendants toward dysfunctional customer behavior in aircraft using Q-methodology. For this study, 25 Q-samples were extracted from in-depth interviews with flight attendants and a literature review. Also, 30 P-samples each of airline passengers and flight attendants were selected to classify the Q-samples. The results showed that two types of perception were classified for both airline passengers and flight attendants. For airline passengers, one type involved 'attempts of physical contact and injury', and the other type was 'harassing or verbally assaulting other passengers'. For flight attendants, one type involved 'attempts of physical contact and injury', and the other type was 'acts of physical injury and threats'. Especially the type involving 'attempts of physical contact and injury' was negatively perceived by both airline passengers and flight attendants. The findings will provide basic data for service marketing strategies and internal customer management by airline companies.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석결과

Ⅴ. 결 론

참고문헌

키워드

Dysfunctional Customer Behavior Q-Methodology Airline Passengers Flight Attendants