여행객이 지각하는 항공사 객실승무원의 고객지향성이 구전의도와 관계유지의도에 미치는 영향

• 영문명: The Effect of Customer Orientation of Airline Cabin Crew Perceived by Travels on the Word of Mouth Intension and Anticipation of future interaction
• 발행기관: 관광경영학회
• 저자명: 박영식 김순희
• 간행물 정보: 『관광경영연구』제21권 제6호, 673~696쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2017.11.30

영문 초록

The purpose of this study is to investigate the structural relationship between Technical Skill, Social Skill, Motivation, intention of tourists, and Word of Mouth Intension, Anticipation of future interaction which are sub- factors of customer orientation of airplane cabin crew perceived by travelers using aircraft. On May 10, 2017, June 5, 2017, we distributed and collected passengers who were recruited through 11 travel agencies and four airlines collected. The airline used by the tourists was FCC 126 and LCC 87. The collected data were analyzed using SPSS 18 and AMOS 18 for reliability analysis and correlations, and AMOS 18 for confirmatory factor analysis and measurement model analysis. Six hypotheses were set in this study, four hypotheses were adopted as meaningful hypotheses and two hypotheses were rejected. The results are summarized as follows. The Technical Skill and Social Skill of the cabin crew have a significant influence on the passengers' Word of Mouth Intension, Anticipation of future interaction. On the other hand, the motivation of the cabin crew did not have a significant effect on the passengers' Word of Mouth Intension, Anticipation of future interaction. Based on the results of the study, conclusions, implications were suggested.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경과 가설

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

키워드

Technical Skill Social Skill Motivation Word of Mouth Intension Anticipation of future interaction