Service industries continue to grow in importance to the economy while at the same time service quality is generally perceived to be declining. For the customer, the observable symptom is decreasing quality in what has been termed the service encounter or the moment of interaction between the customer and the firm. This study concerns interrelationships among evaluation of customers, emotional response, attitude in airline service encounter. In this study, airline service in airline service encounters has been classified into human service, physical service and systematic service. As the result, it was found that airline services are influnce on customer's emotional response and attitude in alrline service encounters. Also, the emotional response is major determinant to influence on attitude. Therefore, it is required to take efforts to rise positive response and attitude. The significance of this investigation may be attached to the fact that preceding researches have been further expanded, with practical analyses throughly conducted.
ABSTRACT I. 서론 II. 이론적 배경 1. 항공서비스 접점 2. 고객평가 요인 3. 감정적 반응 4. 태도 III. 연구설계 1. 연구가설 2. 설문구성 3. 자료수집 및 분석방법 IV. 분석결과 1. 표본의 특성 2. 타당성과 신뢰성 3. 가설검증 V. 결론 참고문헌
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