국제항공특송업의 지각된 대기시간이 서비스품질평가에 미치는 영향에 관한 연구

The Effect of Perceived Waiting Time on Evaluation of Service Quality in International Air Express service

There have been many studies regarding the waiting as a marketing issue, however not much is about the effects of waiting on the satisfaction with its service Thus study focuses on the investigation what influenced waiting time on service quality evaluation in international air express service The findings are that first, negative emotion of waiting time was accepted and acceptability of waiting time was rejected in the relation of waiting time and emotional response Second, it was verified that emotional response had significant affections on service quality In conclusion, the international air express service companies, who are confronted with the customers, must establish a management strategy that could supply various conveniences to customers and switch negative emotions into positive emotions In addition, it needs to maintain them constantly with service-oriented posture in international air express service company