earticle

영어

The purpose of this study is to investigate the structural relationship between Technical Skill, Social Skill, Motivation, intention of tourists, and Word of Mouth Intension, Anticipation of future interaction which are sub- factors of customer orientation of airplane cabin crew perceived by travelers using aircraft. On May 10, 2017, June 5, 2017, we distributed and collected passengers who were recruited through 11 travel agencies and four airlines collected. The airline used by the tourists was FCC 126 and LCC 87. The collected data were analyzed using SPSS 18 and AMOS 18 for reliability analysis and correlations, and AMOS 18 for confirmatory factor analysis and measurement model analysis. Six hypotheses were set in this study, four hypotheses were adopted as meaningful hypotheses and two hypotheses were rejected. The results are summarized as follows. The Technical Skill and Social Skill of the cabin crew have a significant influence on the passengers' Word of Mouth Intension, Anticipation of future interaction. On the other hand, the motivation of the cabin crew did not have a significant effect on the passengers' Word of Mouth Intension, Anticipation of future interaction. Based on the results of the study, conclusions, implications were suggested.