• 한국항공운항학회지
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• 제19권1호
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• pp.74-87
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• 2011

This paper tried to research the relationship among the passenger's satisfaction and expectation of in-flight service quality, overall satisfaction and passenger's Loyalty by emphasizing on two groups of passengers and cabin crews from K-airline to find out which service quality area should be focused on for pursuing premium in-flight service. Such six service quality areas as in-flight equipment, food&beverage, duty-free sales, service ability, service image and specialized service were conceived and survey questions were made based on relevant previous researches. The analysis has used the data of 281 passengers and 336 cabin crews from K-airline. According to the analysis, in physical service factors, passengers perceive satisfaction from duty-free sales contributes to overall service satisfaction. However, cabin crews believed in-flight equipment and food&beverage are important to overall service satisfaction. In human service factors, both groups seemed to agree service ability and service image have a positive impact on overall service satisfaction. Among service satisfaction factors, the customer's satisfaction from cabin crew's service ability(service response, professional knowledge and foreign language skill) is also proven to be directly connected to customer loyalty.

• 한국항공운항학회:학술대회논문집
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• 한국항공운항학회 2015년도 추계학술대회
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• pp.198-211
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• 2015

Aviation industry, which is highly dependent on human resources, emphasizes airline's human resources management and performance check because quality of services provided to customers is closely related to airline's employees. Because roles of cabin crews take a significant portion of services provided to customers, airlines and cabin crews represent an inseparable relationship. Attitudes of cabin crews who plays the role of facing and dealing with customers directly in the process of providing flight related services are an essential factor that determines an image of an airline and actually have significant impact on the performance as well. By increasing performance satisfaction of cabin crews, organizational loyalty can be strengthened and such successful human resources management could have a positive effect on increasing customer satisfaction as well as revenues. From corporate's perspective, performance satisfaction of an employee is a crucial factor that decides the quality of service provided to customers that supports employee retention as well as client retention. This can eventually lead to organization loyalty that can positively affect overall work performance. Thus if corporates put efforts in and invests to improve and develop favorable attitudes and service quality within employees, performance satisfaction and organizational goals will be more effectively achieved.

• 한국항공운항학회지
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• 제21권3호
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• pp.65-77
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• 2013

A high brand reputation of a airline means the airline is preferred by passengers because of its unique services being even better than others. This is why airline's specialized services are important in that those services would create a new brand value and build up the airline's brand image, being enable to have competitive advantage over other airlines, to provide satisfied services, to have a mutual trust between passengers and the airline and to create customer's loyalty. A-Airline have been trying to give passengers a joy of flight by providing its customized and specialized cabin services out of airlnes' stereo-typed services.Therefore this paper will find out how their satisfaction of the cabin services have a positive impact on customer loyalty through brand image, brand reputation, brand identity and brand attraction. Those services would not only contribute to upgrade A-airline's corporate image but show the way to which the cabin service is heading also.

• 한국항공운항학회지
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• 제29권2호
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• pp.100-105
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• 2021

The purpose of this study is to provide in-flight security in situations where aviation security is constantly threatened by the increase in illegal interference in aircraft and the threat of terrorism that still exists. It is to identify legal operational problems such as education and qualification of the original system and to propose improvement measures. To this end, the need for revision based on relevant laws and guidelines such as "Operation Guidelines for In-Flight Security Officers" is to be discussed based on international standards such as ICAO and Federal Air Marshal. The research method was based on interviews with SEMs such as cabin managers, which focused on ensuring the legal status of In-Flight Security Officer, establishing relationships with captains, and improving education and training.

• 항공우주의학회지
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• 제30권1호
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• pp.3-17
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• 2020

The cabin environment has many physiological effects on commercial aircraft passengers and medical providers, and environmental stress factors exist. Therefore, it is important for medical providers to understand the effects of aviation physiology and cabin environment on the human body. It should also be remembered that these physiological changes and environmental stress factors can affect passengers as well as flight crew and also medical equipment. Providing medical assistance during a flight offers a number of unique challenges including lower cabin pressure, tight quarters, crowded conditions, and loud background noise. The purpose of this Korean guideline is to offer an overview on various in-flight emergencies that could be anticipated and to outline treatment priorities.

• 한국항공운항학회지
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• 제31권1호
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• pp.43-56
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• 2023

The aviation industry has continued to grow despite the influence of external environmental factors such as SARS and MERS. However, this growth has led to a sharp decrease in air traffic and a crisis of flight suspension due to the collapse of the global value chain and the decline of the world economy as the World Health Organization (WHO) declared a COVID-19 pandemic. Due to the decrease in the number of international flights, aviation workers such as pilots and cabin crew were exposed to high psychological stress and fatigue, such as large-scale layoffs, job instability, decrease in income, and increased risk of infection during. Recently, the international community has eased immigration restrictions through quarantine activities, and airlines are taking a step further to recover existing air demand. However, during the crisis period, a significant number of professional workers have been turned off or fired, and the physical and mental fatigue of those who can perform their duties is increasing. Therefore, this paper intends to examine the direction of policy improvement and the identification of problems in aviation safety and fatigue management after the pandemic.

• 항공우주정책ㆍ법학회지
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• 제33권2호
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• pp.199-224
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• 2018

Aviation's safety record continues to improve yearly, especially with respect to passenger and crew injuries and deaths. However, although the number of accidents has decreased over the decades, there are still many events, such as landings short of the runway and runway excursions, both of which pose threats to passenger and crew safety. Surviving any kind of aviation accident depends on the physiological threat and stress of the impact(s), the extent to which the physical structure surrounding the passengers and crew remains intact, and the ability of the passengers and crew to be able to escape the wreckage. The one action that both passengers and crew can carry out to help decrease the likelihood of crash-related injury or death is to assume an emergency brace position. Doing so has been demonstrated over several decades to improve survivability. While cabin crew are taught (and then might have to teach passengers in an emergency about the emergency brace position), passengers in many parts of the world never learn about the brace position unless they are involved in an emergency in which there is time to prepare for the landing. This lack of provision of information is related to the fact that most airlines do not provide information in the preflight safety briefing and some do not even provide the information in the passenger safety cards. Many countries do not require their airlines to do so, a fact, which in turn, is related to the lack of mention of the brace position in ICAO's Annex 6. Until standards and recommended practices are changed at the highest world level, passengers will continue to be deprived of this vital, life-saving information that they can use, potentially to help save their own lives.

• 산경연구논집
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• 제13권6호
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• pp.19-36
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• 2022

Purpose: The purpose of this study is to analyze the effects of COVID 19. The effects of COVID 19 are grouped into 5; economic stress, mental stress, health stress, task concern, self-confidence. We introduce the concept of personal ambidexterity that is necessary power for cabin crews to provide appropriate and efficient service to passengers. Ambidexterity consists of exploiting existing resources to sustain and exploring the new including method of performing task, customer, market etc. The former is necessary to maintain present condition while the latter is necessary to prepare for the future. Also motive is considered as a stimulating factor for task. Previous studies show that motive affects ambidexterity and we try to analyze whether COVID 19 effects influence this relationship. Research design, data, and methodology: Considering the relationship between the variables, we designed to measure the influence of the effects of COVID 19 by analyzing the moderating effects of them. For empirical analysis we distributed survey questionnaire and collected. Total of 361 samples are used fo the analysis. For analysis program, SPSS version 23 was used. Regression analysis and moderating effect analysis were conducted. Results: Study results show that first, the variables of economic stress, mental stress, health stress, task concern, self confidence affects personal ambidexterity and service provision. Also ambidexterity affects service provision significantly. Among COVID 19 effects, economic stress, task concern, and self confidence has moderating effects. On the other hand, new work environment does not have moderating effect. Conclusions: In conclusion, the effects of COVID 19 are wide and various. Among them the most serious effect is that COVID 19 is depriving workers of self confidence and passion toward the work. To remedy stresses and restore self confidence and passion, each worker should make his/her own efforts, such as, learning more to become more competitive, also firms should do make efforts to protect employees and to rebuild trust between firm and employees in every respect. Especially firms should realize that economic stress can be treated by economic compensation as the situation turns to normal but trust as well as self confidence and passion is not easy to restore.

• 한국항공운항학회지
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• 제31권2호
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• pp.116-121
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• 2023

항공 사고는 첨단 항공 기술의 발달로 꾸준히 감소해 왔지만, 여전히 발생하고 있다. 조종사는 목적지 공항까지 안전하고 효율적으로 비행하기 위해 위협과 오류를 관리해야 한다. 조종사에게 영향을 미치는 위협은 환경적 위협과 항공사 위협으로 나눌 수 있으며, 환경사위협에는 객실 위협이 포함된다. 조종사와 객실 승무원은 정상적인 운항 중에는 협력이 필요하며, 비상시에는 안전한 비행을 위해 효과적인 협력이 절대적으로 필요하다. 조종사가 비행 중에 간섭이나 작업 흐름의 중단이 발생할 때 에러를 할 가능성이 높아진다. 항공사들은 안전 운항을 방해할 수 있는 객실위협의 종류를 적극적으로 식별하고 분석하여, 조종사들이 안전한 비행을 유지하기 위해서 위협을 관리하도록 절차 및 훈련을 개선해야 한다. 본 연구는 안전관리시스템(SMS)의 안전도구인 LOSA(Line Operation Safety Audit)를 기반으로 기내위협의 유형을 파악하고, 항공사들에게 조종실위협 관리를 체계적으로 개선하는 데 필요한 객실위협과 간섭에 대한 자료를 제공하고자 한다.

• 한국컴퓨터정보학회:학술대회논문집
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• 한국컴퓨터정보학회 2022년도 제65차 동계학술대회논문집 30권1호
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• pp.299-300
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• 2022

현대에 이르러 항공산업은 엄청난 발전을 이루었다. 그만큼 조종사들의 안전과 편의를 위한 많은 시스템이 생겨났다. 그러나 조종사를 위한 시스템만큼 객실 승무원을 위한 시스템은 큰 발전이 없는 것이 사실이다. 이는 승객을 위한 서비스를 하는 객실 승무원을 비행 중 일어나는 위험에 노출되게 한다. 본 논문은 객실 승무원이 스마트폰 앱을 이용하여 편리하게 객실 상황을 확인하고, 반자동 서빙 카트를 조작하여 승객의 주문에 대한 서비스를 제공하는 '비행기 객실 관리 시스템'을 제안한다. 이 시스템을 이용함으로써 객실 승무원은 객실 상황을 판단하여 즉각적인 대처를 할 수 있고, 승객과의 불필요한 말이 오가는 것을 방지하여 전염병 감염 예방에 도움이 될 것이다.