항공사서비스 추가요금 수용여부가 부정적 감정과 고객행동에 미치는 영향

Acceptability of Airline Ancillary Charges and the Effects on Negative Emotions and Customer Behavior

The emergence of LCC(Low Cost Airline), airline companies have begun to unbundle their service offerings by introducing ancillary fees for airline services that were provided as free. So this study examined the effect of acceptability of airline service additional charges on negative emotion(betrayal and anger) and customer behavior. This study used AMOS ver 18.0 for analyzing hypotheses. To provide a detailed picture of results and to test hypotheses comprehensibly, split calculations in a step-by-step analysis. Hypothesis 1, 3, 4 was partially supported. But hypothesis 2, 4, 6 was totally rejected. The seven items which we choose are baggage charges, reservation change charges, food and beverages, seating and comfort, in-flight entertainment, Wifi, airport lounge charges included. Findings identify the strongest effects on betrayal in the case seating and comfort, followed by baggage charges, airport lounge charges, reservation change charges, food and beverages in order.