The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
- Title
- The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
- Author
- 현성협
- Keywords
- service quality; SERVPERF; personal touch; curiosity; country image; behavioral intention
- Issue Date
- 2019-08
- Publisher
- MDPI
- Citation
- SUSTAINABILITY, v. 11, no. 15, article no. 4136
- Abstract
- This study applied a service performance (SERVPERF) model to measure service quality and used a quantitative method for testing four research hypotheses. This research aims to examine the impacts of foreign flight attendants' service quality on behavioral intention toward their home country. As a result, the service touch of foreign flight attendants was influenced by curiosity, image, and behavioral intention toward their home country. Thus, this is an important finding that flight attendants conduct a crucial role not only for the airline but also for tourism in their home country. And empathy was found to be the most important dimension of service quality when a flight attendant offered a service to foreigners. This dimension was related to individual attention and communication skills. However, the limitation of this study is that the respondents were passengers of only one nationality; further research should, therefore, include a more diverse range of nationalities.
- URI
- https://www.mdpi.com/2071-1050/11/15/4136https://repository.hanyang.ac.kr/handle/20.500.11754/153658
- ISSN
- 2071-1050
- DOI
- 10.3390/su11154136
- Appears in Collections:
- COLLEGE OF SOCIAL SCIENCES[S](사회과학대학) > TOURISM(관광학부) > Articles
- Files in This Item:
- The Impact of Foreign Flight Attendants' Service Quality on Behavioral Intention Toward Their Home Country-Applied SERVPERF Model.pdfDownload
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