초록 열기/닫기 버튼
The objective of this study is to develop a conceptual model mat incorporates the relationships among service attitude, airline image, and customer expectation, perceived service quality, perceived value, and customer satisfaction. The SEM analysis indicates that intangible factors (airline image and employee service attitude) have profound impacts on customer satisfaction via increase of customer expectation, perceived quality and perceived value. It is noted that customers with high expectations do not perceive a high value. Implications on the findings are provided.
키워드열기/닫기 버튼
Service Attitude, Perceived Quality, Perceived Value, Airline Image, Customer Satisfaction
