구조방정식을 이용한 고객접촉, 고객만족, 감정적 몰입의 영향관계 분석: 항공사 기내서비스를 중심으로
- Title
- 구조방정식을 이용한 고객접촉, 고객만족, 감정적 몰입의 영향관계 분석: 항공사 기내서비스를 중심으로
- Other Titles
- The Structural Equation Modelling of Customer Contact Factors, Customer Satisfaction and Affective Commitment in Airline : In-flight Service
- Author
- 김승철
- Keywords
- 고객접촉; 항공서비스; 고객만족; 몰입; 서비스경영; Customer Contact; Airline Service; Customer Satisfaction; Affective Commitment; Service Management)
- Issue Date
- 2012-09
- Publisher
- 한국관광·레저학회
- Citation
- 관광레저연구,Vol.24 No.7 [2012],p167-186(20쪽)
- Abstract
- A review of past studies shaw that customer contact research does not have a same consent about relationship between customer contact and service quality(or customer satisfaction), although customer contact is one of the key factors in service industries. This paper analysed paths of quantitative customer contact factors(such as communication, proximity, information richness) and qualitative customer contact factor(intimacy), customer satisfaction and affective commitment. The results shaw that communication influences on proximity, information richness and intimacy. Also, proximity, information richness and intimacy indirectly effect on affective commitment through customer satisfaction.
- URI
- http://www.dbpia.co.kr/Journal/ArticleDetail/NODE01972049http://hdl.handle.net/20.500.11754/39801
- ISSN
- 1229-0424
- Appears in Collections:
- GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > BUSINESS ADMINISTRATION(경영학과) > Articles
- Files in This Item:
There are no files associated with this item.
- Export
- RIS (EndNote)
- XLS (Excel)
- XML