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

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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A Study on the Effects of Perception of Airline's Service Management Strategies to Realize Customer's Expected Value

항공사 서비스 경영전략에 대한 인식이 고객가치 실현에 미치는 영향 연구

  • 고경표 (한국항공대학교 항공경영학과) ;
  • 이남령 (한국항공대학교 경영학과) ;
  • 박성식 (한국교통대학교 항공운항학과)
  • Received : 2015.10.01
  • Accepted : 2015.12.20
  • Published : 2015.12.31
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Abstract

The more advanced IT and mobile technologies get, the smarter customers become in the use of airline services. Using an airline, passengers are expecting more value than what airline're willing to provide them. Therefore this paper tries to find out the effect of airline staff's perception of airline's service management strategies to realize passengers' value based on previous oversea's research results. First of all, this paper provides t-test analysis results between passengers and airline staff regarding the perception of airline's service management strategy and customer orientation. Moreover, it was analyzed how the staff's understanding of the upper management's decision on service strategies would results in meeting customer's expecting values through such mediating variables as job satisfaction and customer orientation. It was proven the perception of service management strategies by staff played a very important role to realize customer's value.

Keywords

References

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