The Impact of Foreign Flight Attendants' Service Quality on Behavioral Intention Toward Their Home Country-Applied SERVPERF Modelopen access
- Authors
- Yu, Myoungjin; Hyun, Sunghyup Sean
- Issue Date
- Aug-2019
- Publisher
- MDPI
- Keywords
- service quality; SERVPERF; personal touch; curiosity; country image; behavioral intention
- Citation
- SUSTAINABILITY, v.11, no.15, pp.1 - 13
- Indexed
- SCIE
SSCI
SCOPUS
- Journal Title
- SUSTAINABILITY
- Volume
- 11
- Number
- 15
- Start Page
- 1
- End Page
- 13
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/147402
- DOI
- 10.3390/su11154136
- ISSN
- 2071-1050
- Abstract
- This study applied a service performance (SERVPERF) model to measure service quality and used a quantitative method for testing four research hypotheses. This research aims to examine the impacts of foreign flight attendants' service quality on behavioral intention toward their home country. As a result, the service touch of foreign flight attendants was influenced by curiosity, image, and behavioral intention toward their home country. Thus, this is an important finding that flight attendants conduct a crucial role not only for the airline but also for tourism in their home country. And empathy was found to be the most important dimension of service quality when a flight attendant offered a service to foreigners. This dimension was related to individual attention and communication skills. However, the limitation of this study is that the respondents were passengers of only one nationality; further research should, therefore, include a more diverse range of nationalities.
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Collections - 서울 사회과학대학 > 서울 관광학부 > 1. Journal Articles
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