earticle

영어

Airlines provide customers services through cabin crews, a medium of human resources. Ultimately, the rapport built through the relationship with the cabin crews at a service site is an important factor related to the effective performance of an airline, as airlines’ main focus is on customer satisfaction. This study involved 226 airline passengers who have experienced international air travel, and the impact of cabin crews' communication styles on rapport, customer satisfaction, and long-term trade orientation was investigated. The results showed that, first, among the different communication styles of airline cabin crews, cooperative communication had a positive impact on building rapport. Second, professional communication was found to have a positive impact on building rapport. Third, rapport positively affected customer satisfaction and long-term trade orientation. Fourth, customer satisfaction had a highly significant impact on long-term trade orientation for airlines. Lastly, it was found that customer satisfaction had some mediating effect in the relationship between rapport and long-term trade orientation. The results of this study have significant implications, as they suggest the importance of rapport-building with customers in airline services and the future direction for service development.