Earticle

초록

영어

The competition among the airlines is growing more and more fierce as it increases with the number of airlines which get into the tough aviation market. Securing of frequent fliers became an essential factor needed to survival of airlines in the aviation market. For service quality in the airlines, it is a very large percentage of human service, so the service quality is essential that the airline cabin crews create. Accordingly, this study was to investigate the effect of cabin crews’ nonverbal communication on the customer trust and relationship continuity intention in the process of interaction with customer. Furthermore, this study was to analyze that the trust could play a mediating role in a relationship with the effect between nonverbal communication and relationship continuity intention. The results of the present study revealed as followings. First, among the sub-factors of nonverbal communication, this study has found out that it affected the trust in order of kinesics, paralanguage, and physical appearance. Second, among the nonverbal communication, the paralanguage and Kinesics had effect on the relationship continuity intention. Third, the trust affected the relationship continuity intention. Lastly, the trust played a mediating role on the effect of kinesics and paralanguage on relationship continuity intentions. Based on such research findings, this researcher considers it as it needs to recognize the importance of cabin crews’ kinesics and paralanguage and make efforts to improve this in order to secure frequent fliers by airlines.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 비언어적 커뮤니케이션
2. 신뢰
3. 관계지속의도
Ⅲ. 연구설계
1. 연구 모형
2. 연구가설의 설정
3. 측정 도구
4. 자료 수집
Ⅳ. 성과분석
1. 인구퉁계학적 특성
2. 신뢰성 및 타당성 검증
3. 가설의 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 신우단 [ Wudan Shin | 호남대학교 호텔관광학과 호텔경영학전공 박사과정 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338