The Effect of Operational Control Center's Service Quality on Airline Staff's Job Engagement

종합통제센터의 서비스품질이 항공사 직원의 직무몰입에 미치는 영향

  • 김효중 (가톨릭관동대학교 항공경영물류학과)
  • Received : 2020.02.17
  • Accepted : 2020.03.26
  • Published : 2020.03.31


Here I investigate what effects Operational Control Center(OCC)'s service quality may have on airline staff's job engagement. My analysis reveals that airline OCC's service quality has a meaningful effect on airline staff's service satisfaction, and that service satisfaction mediates a meaningful effect on staff's job engagement. It was suggested that improving OCC's service quality leads to higher staff's job engagement. Accordingly, I suggest methods of improving OCC's service quality. I find that the importance of contributing factors on OCC's service quality are as follows, in order of most to least important: professionalism, assurance, empathy, reliability, organizational culture, and responsiveness. The results of this study are relevant not only for airlines but also for government agencies such as the National Emergency Management Agency, the Korea Forest Service, the National Police Agency and the Korea Coast Guard that operate aircraft and must ensure aviation safety.


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