Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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A Research on Airline Customer Service Employees' Characters and their Service Attitudes focusing on K-Airline Service center

항공사서비스센터 직원의 개인특성과 서비스태도에 관한 연구 - K항공사 서비스센터를 중심으로 -

  • Received : 2010.11.11
  • Accepted : 2010.12.30
  • Published : 2011.03.31
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Abstract

This paper tried to research a field employee's character, its correlation to service attitude and its impact on service using MBTI characteristics functional indicators, working at airline customer service center. It is proved employees with Sensing Feeing(SF), Intuition Feeling(NF) and Intuition Thinking(NT) have showed lower satisfaction on their duty than employees with Sensing Thinking(ST) have. In analysis of MBTI characteristics' impact on organization-related characteristics, it is also found out employees with Sensing Feeing(SF) and Intuition Feeling(NF) have showed lower trust than employees with Sensing Thinking(ST) have. Considering other controled factors, this paper found that the more job satisfaction employees have, employees with 1 to 5 years of experience on their duty showed more significant service-focused attitude. Moreover, deputy directors or high-ranked people with the higher job satisfaction were seemed to be more service-oriented.

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References

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