항공서비스 공정성이 관계품질과 고객의 자발적 행위에 미치는 영향

The effects of airline service justice on the relationship quality and customer's voluntary behaviors

This study was examined to identify the effects of airline service justice on the relationship quality and consumer's voluntary behaviors based on theory and practical results of established precedent researches. To achieve the purpose of study, data was collected through a survey in Incheon international Airport and only 336 questionaires were adopted and analyzed. The analysis results are as follows: First, we found out that distributive justice, procedure jusitce, interactional justice of airline service justice has a positive effects on truth of relationship quality(H1, H3, H5), and procedure justice of airline service justice has a positive effects on immersion of relationship quality(H4). Second, we found that truth of relationship quality has a positve effects on loyalty and cooperation of customer's voluntary behaivors(H7, H8). And immersion of relationship quality has a positve effects on cooperation of customer's vountary behaivors(H12). It means that airline service justice could be good antecedents of relationship quality and consumer's voluntary behaviors. Accordingly, Airline which want to improve service quality need to provide an opportunity of voluntary behavior during airline service delivery process.