항공서비스 접점에서 고객평가요인이 감정적 반응과 태도에 미치는 영향

A Study on the Effect of the Evaluation Attributes of Customers on Emotional Responses and Attitude in Airline Service Encounter

Service industries continue to grow in importance to the economy while at the same time service quality is generally perceived to be declining. For the customer, the observable symptom is decreasing quality in what has been termed the service encounter or the moment of interaction between the customer and the firm. This study concerns interrelationships among evaluation of customers, emotional response, attitude in airline service encounter. In this study, airline service in airline service encounters has been classified into human service, physical service and systematic service. As the result, it was found that airline services are influnce on customer's emotional response and attitude in alrline service encounters. Also, the emotional response is major determinant to influence on attitude. Therefore, it is required to take efforts to rise positive response and attitude. The significance of this investigation may be attached to the fact that preceding researches have been further expanded, with practical analyses throughly conducted.