earticle

영어

This study is about how the perceived fairness influences the related service quality and loyalty of golf tourists using international airline services. To achieve this goal, related determinants were extracted through precedent studies and data was collected through a survey. The analysis results are as follows.
First, interactional justice has a huge influence on customers' satisfaction as well as their commitment.
Second, like interactional justice, distributive justice has a significant influence on customers' loyalty if customers are satisfied with airline employees' service.
Third, customers' commitment and satisfaction have an influence on their loyalty.
Therefore, customers' general emotional state experienced through appointed service is a critical determinant in inducing customers' loyalty for airline companies