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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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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.
Service Management Strategy;Airline Staff;Customer Value;Job Satisfaction;Customer Orientation;
 Cited by
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