항공사 사고 특성별 서비스 회복 전략의 비교 연구 - 사례 분석을 중심으로

• 영문명: A Comparative Study of Service Recovery Strategies Based on Airline Incident Characteristics: A Case Analysis Approach
• 발행기관: 조선대학교 국제문화연구원
• 저자명: 서리(Ree Seo)
• 간행물 정보: 『국제문화연구』Vol.18 No.1, 409~433쪽, 전체 25쪽
• 주제분류: 인문학 > 기타인문학
• 파일형태: PDF
• 발행일자: 2025.06.30

국문 초록

This study investigates how airline service recovery strategies are structured and implemented based on the type and severity of incidents. While previous research has primarily focused on the technical causes of airline accidents or emphasized crisis communication, few studies have examined how service recovery efforts vary according to the characteristics of different incident types. To address this gap, this study employs a comparative case analysis of five representative airline incidents: Asiana Airlines Flight 214, Japan Airlines Flight 516, Asiana Airlines Flight 8124, Delta Airlines Flight 2417, and Alaska Airlines Flight 1282. Each case is analyzed through four core strategic dimensions—timeliness, transparency, accountability, and customer-centered recovery. Findings indicate that while these components are consistently present across all cases, their emphasis and execution vary significantly depending on whether the incident is classified as major, intermediate, or minor. Major incidents involving fatalities required comprehensive responses such as executive apologies and structural reforms, whereas minor incidents prioritized rapid communication, emotional reassurance, and tangible compensation. This study contributes to the literature by clarifying how service recovery strategies should be adapted to the characteristics of airline incidents, and it offers practical implications for enhancing organizational preparedness and public trust in crisis response.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구 설계 및 사례 분석

Ⅳ. 분석 결과 및 논의

Ⅴ. 결론

참고문헌

키워드

항공사 사고 서비스 회복 전략 위기 대응 사고 특성 고객 신뢰 회복 Airline incidents Service recovery characteristics Customer trust restoration 航空事故 サービス回復 危機対応 事故特性 顧客信頼