earticle

영어

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.