Earticle

This study is about how the perceived fairness influences the related service quality and loyalty of golf tourists using international airline services. To achieve this goal, related determinants were extracted through precedent studies and data was collected through a survey. The analysis results are as follows. First, interactional justice has a huge influence on customers' satisfaction as well as their commitment. Second, like interactional justice, distributive justice has a significant influence on customers' loyalty if customers are satisfied with airline employees' service. Third, customers' commitment and satisfaction have an influence on their loyalty. Therefore, customers' general emotional state experienced through appointed service is a critical determinant in inducing customers' loyalty for airline companies

Airlines can employ a variety of quality monitoring procedures. In this study, we employ a content analysis of 8 years of online reviews for Korean airlines in contrast to other international airlines. Online airline reviews are infrequent, relative to the total number of passengers – the number of reviews is multiple orders of magnitude lower than passenger volumes – and online airline reviews are, therefore, not representative of passenger attitudes overall. Nevertheless, online reviews may be indicative of specific service issues, and draw attention to aspects that require further study by airline operators. Furthermore, significant words and phrases used in these airline reviews may help airline operators to rapidly automate filtering, partitioning, and analysis of incoming passenger comments via other channels, including email, social media posts, and call center transcripts. The current study provides insights into the contents of online reviews of Korean vs Other-International airlines, and opportunities for service enhancement. Further, we provide a set of marker words and phrases that may be helpful for management dashboards that require automated partitioning of passenger comments.

본 연구에서는 항공사 셀프서비스기술의 주체인 고객이 항공사 셀프서비스 기술을 어떻게 인지하고 수용하며 사용의도에 영향을 미치는지 확인하고자 하였다. 분석결과는 아래와 같다. 먼저, 항공사SST 사용자의 개인적 특성변수 인 자기효능감은 지각된 유용성과 사용용이성에 모두 유의한 영향을 미치는 것으로 분석되었다( H 1). 둘째, 새로운 정보기술을 보다 긍정적인 태도로 수용하며, 먼저 사용하려고 도전하는 개인의 특성인 개인혁신성은 지각된 유용성에 는 유의한 영향을 보였지만(H 2-1), 사용용이성에는 유의한 영향을 미치지 않는 것으로 분석되었다(H 2-2). 셋째, 지 각된 사용용이성은 지각된 유용성에 유의한 영향을 미치는 것으로 나타났다. 즉 사용방법을 쉽게 배우고 사용이 용이하 다고 느낄수록 SST 사용 수행성과를 향상시키고 있음을 알 수 있다. 넷째 지각된 유용성과 사용용이성은 모두 사용의 도에 긍정적인 영향을 미치는 것으로 분석되었다.

This study intended to examine how customers of self-service technology of airlines perceive and adopt the technology, and how such perceptions affect their willingness to use it. The findings of analysis are as follows. First of all, self-efficacy, a personal characteristics variable, has significant effects on both perceived usefulness and ease of use (H1). Second, though personal innovation which accepts new information technology more positively and challenge to use it before others has significant effect on perceived usefulness (H 2-1), it does not have significant effect on ease of use (H 2-2). Third, perceived ease of use has effect on perceived usefulness. Forth, both perceived usefulness and ease of use have positive effects on willingness to use.

The purpose of this study is to find out the multi-dimensional natures of satisfaction with service recovery that could revise the customer's dissatisfaction level. The new developed 6 dimensions of airline service recovery were introduced as the empirical method measuring the post-recovery satisfaction of complaining passengers. The Major finding of this study were as follows: After service failure, effective efforts and recovery procedures could increase the satisfaction of customer, and furthermore the concept and emotional status of dissatisfied customer could be revised to the good direction. The newly developed service recovery dimensions were founded to be effective in recovering the customer's negative emotional status caused by service failure. So it is really important to invent more effective dimensions for service recovery and to build the airlines service recovery system. And the fact that each service recovery dimension should be used properly to the situation, should be recognized clearly to service firm.

This paper will examine the service quality of online education as a substitute for face-to-face classes, rather than an auxiliary role in classroom settings after COVID-19. For this purpose, the research subjects were selected as students attending airline service departments. Research on whether online education has the service quality that can replace traditional face-to-face lectures could lead to a variety of implications, both theoretically and practically. The data collection for research was conducted through an online survey, then the analysis found that materiality, reliability, responsiveness, assurance, empathy of the quality of online education services all have a positive impact on the value of education services. Also, the value of education service has a positive effect on satisfaction of major. Based on these results, the fact that the performance of the system for online education, communication with students, and prompt response to student inquiries should all be recognized as important. In addition, reliability should be the most important quality of online education services. Finally, in order to enhance students' satisfaction with their majors, they should increase the value of the educational services they feel.

In the increasingly fierce competition airlines are making various efforts to maintain long-term relationships with customers and create repurchases by establishing their own differentiated strategies. As part of these efforts, they try to provide experiences for customers different from other airlines. And the experiential value that customers perceive is getting more important as a marketing strategy of airline services. So the present study aims to empirically analyze the relationship between the experiential value of airline service and the relationship quality and how the relationship quality formed by the experiential value affects customer loyalty in order to analyze the impact of the experiential value of airline service on the relationship quality and customer loyalty. The conclusions of this study are as follows: First of all service excellence and enjoyment of the experiential value factors were found to have a significant effect on the commitment among relationship quality factors. Second only enjoyment was found to have a significant effect on satisfaction among relationship quality factors. Third all factors of the experiential value such as consumer utility service excellence and enjoyment were analyzed to have a significant effect on trust among relationship quality factors. Finally all relationship quality factors such as commitment satisfaction and trust were found to have a significant effect on customer loyalty.

본 연구는 항공사의 서비스과정 중 발생하는 대기를 항공기 탑승 전, 후로 나누어 물리적 환경과 인적 환경이 지각된 대기시간 및 항공사의 서비스품질에 미치는 영향에 대해 다룬다. 여러 항공서비스를 이용한 승객을 대상으로 300부를 배포한 뒤 유의한 총 231개의 설문지를 통해 분석 한 결과 서비스 과정 중의 대기 환경은 지각된 대기시간과 서비스품질에 유의한 영향을 미치며, 특히, 항공기 탑승 전(기내 서비스 전)에는 물리적 환경이, 항공기 탑승 후(기내 서비스 중)에는 인적환경이 더 영향을 미친다는 결과가 도출 되었다. 조절변수로 설정 한 수용가능성의 경우 항공서비스 특성상 대기나 예상이 가능함을 사전 인지하고 있어 조절효과가 나타나지 않았으나 지각된 대기시간은 서비스 품질에 유의한 영향을 미친다는 결론에 도달했다. 본 연구 결과로부터 항공사의 대기관리 전략에 있어 실무적인 시사점을 도출할 수 있었다.

This study aimed to prove that the effect of waiting environment on perceived waiting time and service quality evaluation of airline service procedure. Survey was conducted by questionnaires that were distributed to international airlines passengers who arrived at the airport. Totally, 300 samples were circulated, and 231 samples among those were collected. According to the results, the suggested hypotheses were accepted except the regulation effect of waiting acceptability. Physical environment has positive effect on the airport and boarding gate, and human environment has more positive effect in-flight service procedure. Thus, variables are correlated among waiting environment, perceived waiting time, and service quality evaluation of airline service. Acceptability as moderating variable has no effect due to passenger's pre awareness of estimated arrival and departure travel time certainly. At the end of this study, the results of this research can be conjugable on the airline industry, however, some limitations should be discussed by further study directions.

본 연구는 충청도에 소재하고 있는 대학의 항공서비스학과 대학생을 대상으로 교육서비스품질이 학습몰입 및 전공만족도에 미치는 영향을 알아보고자 한 것이다. 설문 조사는 온라인 설문지로 작성되어 수집되었으며, 2024년 12월 12일부터 2024년 12월 31일까지 진행하였다. 수집된 총 123부를 분석의 자료로 활용하였다. 분석 방법으로 SPSS 28을 활용하여 빈도분석을 통해 인구통계학적 특성을 분석하였고 AMOS 28을 활용한 구조방정 식 모형으로 변수 간 영향 관계를 확인하였다. 분석 결과, 교육서비스품질 중 교육과정과 취업지원은 학습몰입 에 정(+)의 유의한 영향을 미치는 것으로 나타나 채택되었다. 교육서비스품질 중 학과운영은 학습몰입에 부(-) 의 유의한 영향을 미치는 것으로 나타나 가설과 반대되어 기각되었다. 학습몰입은 전공만족에 정(+)의 유의한 영향이 미치는 것으로 나타나 채택되었다. 이러한 연구 결과를 토대로, 교수자가 교육서비스품질의 하위요인 중 교육과 취업지원에 더 많은 시간과 노력을 기울일 수록 학습자는 더 많은 몰입을 할 수 있다는 의미를 확인 하였다. 하지만, 해외체험프로그램, 각종 대회 등 학과운영은 학습몰입에 부정적인 영향을 미친다는 결과를 도 출하였다. 이러한 결과는 교육서비스품질과 몰입의 영향 관계에 있어 다양한 관점에서 연구 결과가 나타난다 는 선행 연구에 따라 부정적인 영향에 대한 재검토의 필요성을 시사한다. 마지막으로 학습자가 학습에 몰입할 수록 전공에 대한 만족도가 높아지므로 학습몰입을 이끌 수 있도록 다양한 교육과정과 취업지원프로그램을 학 습자의 요구에 맞추어 개선 및 보완할 필요가 있다.

This study was conducted from December 12 to December 31, 2024, for college students in the Department of Aviation Service at universities located in Chungcheongbuk-do. A total of 123 collected copies were used as data for analysis. Demographic characteristics were analyzed through frequency analysis using SPSS 28, and the influence relationship between variables was confirmed with a structural equation model using AMOS 28. As a result of the analysis, it was adopted that the curriculum and employment support among the educational service quality had a positive (+) significant effect on learning immersion, but the department operation was rejected because it was contrary to the hypothesis as it had a negative (-) significant effect on learning immersion. Learning immersion had a positive(+) significant effect on major satisfaction, so the hypothesis was adopted. Based on these research results, it was confirmed that the more time and effort the instructor puts into education and employment support among the sub-factors of educational service quality, the more immersion the learner can be. However, it was found that the operation of departments such as overseas experience programs and various competitions had a negative effect on learning immersion. These results suggest the need to review the negative effects according to previous studies that research results appear from various perspectives in the relationship between education service quality and immersion. Finally, the more a learner is immersed in learning, the higher their satisfaction with their major, so it is necessary to improve and supplement various curriculums and employment support programs to meet the needs of learners to lead them to learning immersion.

최근 조직 내에서 직무 만족도와 몰입을 높이기 위한 전략에서 직무특성과 잡 크래프팅의 중요성이 부각되고 있다. 이 연구는 항공사 객실 승무원의 직무특성과 잡 크래프팅이 직무 열의에 미치는 영향을 SPSS 프로그램을 활용하여 인구통계적 특성 및 신뢰도 분석, 다중회 귀분석을 심층적으로 실시하였다. 연구 결과, 직무특성은 관계 크래프팅, 인지 크래프팅, 직무 크래프팅에 유의한 영향을 미치며, 기술다양 성과 자율성이 관계 크래프팅에, 자율성과 직무정체성이 인지 크래프팅에, 자율성이 직무 크래프팅에 큰 영향을 미쳤다. 또한, 잡 크래프팅 은 직무 열의에 긍정적인 영향을 미치며, 관계 크래프팅과 직무 크래프팅이 주요 요인으로 작용했다. 직무특성은 직무 열의에도 유의한 영향을 미치며, 기술다양성과 자율성, 직무정체성이 중요한 요인임을 확인했다. 이에 따라, 항공사는 승무원에게 자율성을 부여하고 피드백 문화를 강화하여 몰입을 증대시킬 필요가 있다. 또한, 승무원들이 직무를 재설계하여 몰입을 높이는 지원이 조직 성과 향상에 기여할 수 있음을 제시했다. 향후 연구에서는 FSC와 LCC의 잡 크래프팅 인식 차이와 비대면 환경에서의 잡 크래프팅 효과를 분석하는 것이 필요하다. 본 연구는 직무 설계와 인적자원 관리의 중요성을 강조하며, 항공사가 직무 만족과 성과를 극대화하기 위해 전략적으로 직무설계 를 개선해야 할 필요성을 제기한다. 이러한 노력이 항공사의 지속 가능한 성장에 기여할 것으로 기대된다.

This study analyzes the impact of job characteristics and job crafting on the job engagement of airline cabin crew. The research was conducted using SPSS to perform in-depth analyses, including demographic characteristics, reliability analysis, and multiple regression analysis, to examine the effects of job characteristics on job crafting and job engagement among airline cabin crew. The study results indicate that job characteristics have a significant impact on relational crafting, cognitive crafting, and task crafting. Skill variety and autonomy significantly influence relational crafting, autonomy and task identity influence cognitive crafting, and autonomy has a strong impact on task crafting. Furthermore, job crafting positively affects job engagement, with relational crafting and task crafting being major contributing factors. Job characteristics also significantly influence job engagement, with skill variety, autonomy, and task identity being key factors. Consequently, airlines should enhance crew autonomy and foster a feedback culture to increase engagement. Additionally, supporting crew members in redesigning their jobs to boost engagement could enhance organizational performance. Future research should analyze the differences in job crafting perceptions between FSC and LCC and the effects of job crafting in remote environments. This study underscores the importance of job design and human resource management, advocating for strategic improvements in job design to maximize job satisfaction and performance. Such efforts are expected to contribute to the sustainable growth of airlines.

This study aims to examine the relationships among airline practice training facility condition in college, career decision making self-efficacy and satisfaction of major using factor analysis and multiple regression analysis. Results suggest that the concept of airline practice training facility condition in college was comprised 2 factors such as intangible and tangible environment. Besides, career decision making self-efficacy was composed of 5 factors and 2 factors in satisfaction of major. The analysis results were as follow: First, airline practice training facility condition in college has positive influence on career decision making self-efficacy and satisfaction of major. Second, career decision making self-efficacy has partially positive influence on satisfaction of major. Thus, it is the best to keep and make well use of the current airline practice training facility condition in college to educate students so that they can play important role in their work place.

본 연구는 항공서비스 전공 대학생들을 대상으로 항공관광 실무영어 교과에 플립러닝(Flipped Learning)을 접목하여 참여자의 학습흥미도가 학습 몰입도와 학 습만족도에 어떠한 영향을 미치는지를 분석하여 플립러닝 접목 교과의 효율성을 검증하였다. 25년 1학기 동안 총 15회의 전공 영어수업에서 5회의 플립러닝(FL) 교수법을 적용하였으며, FL 수업 완료 후 항공서비스 전공 학습자 67명을 대상으로 구글 온라인 설문조사를 실시하였다. 학습흥미도, 학습몰입도, 학습만족도의 관 계를 실증 분석하기 위하여 SPSS 20.0 통계분석의 요인분석, 신뢰도분석, 회귀분석을 수행하였다. 회귀분석의 결과, 첫째, 학습흥미도가 학습몰입도에 유의한 정 (+)의 영향을 미친다는 가설 1은 부분 채택되었다. 둘째, 학습흥미도가 학습만족도에 유의한 정(+)의 영향을 미친다는 가설 2는 채택되었다. 셋째, 학습몰입도가 학 습만족도에 정(+)의 영향을 미친다는 가설 3은 부분 채택되었다. 학습자의 자기성찰일지를 분석한 결과, 팀워크 향상, 영어 흥미도 증가, 토론을 통한 수업몰입도 상승, 영어 발음의 반복연습, 어휘 암기의 효율성, 서비스 상황과 직무영어에 대한 이해 등이 학습만족의 주된 요인으로 나타났다. 따라서 학습자의 학습흥미도를 높이기 위해서는 교수자는 현장 중심의 콘텐츠 개발, 롤플레이 발표 후에 충분한 피드백 부여, 항공사의 기준에 부합하는 문제해결 방안을 충분히 제시할 필요가 있고, 체계적인 온오프라인 수업 설계와 절충이 필요함을 제언하였다. 검증된 플립러닝 수업의 효율성을 기반으로, 영어 및 전공 교과에서 FL 러닝 혁신교수법을 적용하는 데에 이론적 토대를 마련하였다는 데에 의의가 있으며, 향후 연구를 위한 한계점을 제시하였다.

This research investigated that how learning interests affected and learning engagement and learning satisfaction on practical airline service and tourism English applied by Flipped Learning(FL). As FL was applied to the classes for 5 times among 15 weeks of a lecture-style class in 2025, this study analyzed the relationship among learning interests, learning engagement and learning satisfaction. By utilizing regression analysis of SPSS 20.0, it was proved that learning interests positively affects learning engagement and learning satisfaction. Also Learning Engagement fully affects Learning satisfaction of the students from Airline Service department. According to the analysis of self-assessment of learners, it was shown that some of factors such as teamwork, interests on English, learning engagement through discussion, repeat practice of pronunciation, effectiveness of memorizing vocabulary and understanding of job–related English skills were enhanced. It was suggested that the more effective Video contents development, giving enough feed-back after role play presentation, showing problem solving strategies should be supplemented in order to increase learning interests. Moreover systematical design of on-off line class needs to be developed. Some of limitations were finally suggested.

Universities are demanded a change of paradigm due to changes in industrial structure and labor market environment since the year 2000. Therefore, much more emphasis has been placed on the role of universities as educational institutions that must resolve the careers issues of university students so that they are able to obtain the abilities required by the changing occupational environment. Therefore, the present study analyzes how the airline service education competence of university education institutions that open and operate departments related to airline services affects education performance and career decision-making self-efficacy. This allows the study to present an efficient plan of education for airline service majors and careers. The results of the multi-regression analysis conducted to verify the research hypotheses show th following. First, the education competence of airline service education institutions significantly affected education performance. Second, airline service education performance significantly affected career decision-making self efficacy. Third, the education competence of airline service education institutions significantly affected career decision-making self efficacy. In other words, as a result of education performance in airline service education institutions, the study will increase career decision-making self efficacy of majoring students and strengthen the education competency of university education institutions.

This study was examined to identify the effects of airline service justice on the relationship quality and consumer's voluntary behaviors based on theory and practical results of established precedent researches. To achieve the purpose of study, data was collected through a survey in Incheon international Airport and only 336 questionaires were adopted and analyzed. The analysis results are as follows: First, we found out that distributive justice, procedure jusitce, interactional justice of airline service justice has a positive effects on truth of relationship quality(H1, H3, H5), and procedure justice of airline service justice has a positive effects on immersion of relationship quality(H4). Second, we found that truth of relationship quality has a positve effects on loyalty and cooperation of customer's voluntary behaivors(H7, H8). And immersion of relationship quality has a positve effects on cooperation of customer's vountary behaivors(H12). It means that airline service justice could be good antecedents of relationship quality and consumer's voluntary behaviors. Accordingly, Airline which want to improve service quality need to provide an opportunity of voluntary behavior during airline service delivery process.

This study was to identify the effect of educational environment of airline service majors in college on satisfaction, self-efficacy, and job preparation activities. The survey participants were student enrolled in airline services first and second year at 2-year or 4-year colleges in the Seoul·Gyeonggi and Choongcheong areas. The collected questionnaires were to conduct its reliability and regression analysis using the SPSS v. 18.0 statistical package program. A summary of the result from empirical analysis is as follows: First, the educational environment provided by airline service majors in colleges had significant influence on educational satisfaction. Second, among the educational environment variables, the curriculum had a significant positive effect on self-efficacy, and thus proved to be an important factors. Third, self-efficacy had significant positive effect preparation activities for employment, and higher self-efficacy led to increased preparation activities. Fourth, educational satisfaction completely mediated the relationship between the educational environment and preparation activities for employment. Fifth, self-efficacy partially mediated the relationship between the educational environment and preparation activities for employment.

The purpose of this study is to identify the impact of self-efficacy and resilience on grit for college students majoring in airline service. This study was conducted to find out the factors that influenced the degree of grit of airline service students. A total of 290 students were randomly chosen in December 2020 and of the 290 questionnaires distributed, 275 questionnaires were returned. The questionnaires with missing answers or poorly filled out were excluded. Consequently, 261 questionnaires were analyzed using SPSS 21.0 for frequency, reliability, factor and multiple regression. The research results are as follows. First, students’ self-efficacy had a positive effect on resilience and grit. Second, students’ resilience had a positive effect on grit. Lastly, resilience played a mediating role on the effect between self-efficacy and grit. Based on the empirical analysis, it was found that improving resilience of students was important. Accordingly, it is necessary for the instructors to instill confidence that students can achieve their dreams even in difficult situations, acknowledge their self-efficacy, and provide positive feedback that they are making valuable efforts for their dreams. Furthermore, it has been found that resilience provides grit, the power of passion and patience, to students majoring in airline service.

The competition in routes and passenger service among LCCs is regarded to be inevitable as exceeding number of new LCCs have emerged with their own differentiated service way. Each LCC has begun offering specialized in-flight service to provide their customers with attractive services. The purpose of this study is to find the relationship among specialized cabin service, airline image and relationship continuity intention of 5 LCCs operating in and out bound of Korea and finally to suggest the specialized in-flight service strategy. To verify each measure, the author tested the data from questionnaires using SPSS 23.0 for Windows. According to the analysed result, there were positive influence among specialized cabin service, the airline image and relationship continuity intention on LCCs. First, to meet the passengers' diversified needs under hard competition, LCCs should develop specialized cabin service program performed by well-trained human service factors. Using the social network service to promote the specialized service is also a good way to spread the distinctive cabin service. Second, Joint operation with full service carriers creates reliance and finally leads to repurchase. Third, as the cabin specialized service influenced on the relationship continuity intention, company should develop strategic specialized passenger service.