항공사 객실승무원의 친절서비스와 이용고객의 사전지식이 고객만족과 충성도에 미치는 영향
The Effect on Customer"s Satisfaction and Loyalty of a Flight attendant"s Kindness Activity and Customer"s Previous Knowledge
- 인하대학교 산업경제연구소
- 경상논집
- 經商論集 第20輯 第2號
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2006.12143 - 157 (15 pages)
- 254
In this study related on the analysis of the effect of flight attendant"s kindness activity and previous knowledge of the customer to customer satisfaction and customer loyalty. The result shows that the attendant"s kindness effect to the customer"s satisfaction and the customer satisfaction effects to customer loyalty. But, after analysis, also, the previous knowledge does not affect to the customer satisfaction. As a result, airline should do service educating program to their cabin attendants.
Ⅰ. 서론<BR>Ⅱ. 이론적 고찰<BR>Ⅲ. 연구모형 및 가설 설정<BR>Ⅳ. 실증분석<BR>Ⅴ. 연구의 결론 및 한계점<BR>참고문헌<BR>ABSTRACT<BR>
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