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A Study of Incheon Airport Employees' Perception and Attribution on ASQ Service Performances focusing on Outsource Workers

공항운영인력의 ASQ 서비스성과 공유에 대한 인식 및 귀인 연구 : 인천공항 아웃소싱직원을 중심으로

Song, Jung Tae;Kim, Kee Woong;Choi, Youn-Chul;Park, Sung Sik
송정태;김기웅;최연철;박성식

  • Received : 2016.01.05
  • Accepted : 2016.03.25
  • Published : 2016.03.31

Abstract

Perception of outsource workers among Incheon Int'l airport employees was reviewed about the service performances of winning the ASQ awards in 11 consecutive years. 85% of Incheon airport operating authority(Incheon International Airport Corp.) and its outsource companies employees was composed of outsource workers. Thus, their thoughts might represent the overall perception of airport operating authority employees. The perception on the service performances of winning the ASQ awards was analyzed by researchers using attribution theory model. It is useful to apply attribution modeling in order to analyze the causal relationships among variables. Attribution is the process by which individuals explain the causes of behavior and events. Attribution theory is the study of models to explain those processes. According to empirical analysis, it was found outsource workers attributed the excellent service performance of Incheon airport to such an internal factor as service competence. However it was also implied they attributed to such external factors as the positive relationship and institutional support from airport and government authorities.

Keywords

ASQ;Attribution Theory;Airport Employee;Outsource Worker;Service Competence

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