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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
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