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A Study on the Effects of Perception of Airline's Service Management Strategies to Realize Customer's Expected Value
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 Title & Authors
A Study on the Effects of Perception of Airline's Service Management Strategies to Realize Customer's Expected Value
Ko, Kyong Pyo; Lee, Nam Ryung; Park, Sung Sik;
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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
Service Management Strategy;Airline Staff;Customer Value;Job Satisfaction;Customer Orientation;
 Language
Korean
 Cited by
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