구조방정식을 이용한 고객접촉, 고객만족, 감정적 몰입의 영향관계 분석: 항공사 기내서비스를 중심으로

Abstract

A review of past studies show that customer contact research does not have a same consent about relationship between customer contact and service quality(or customer satisfaction), although customer contact is one of the key factors in service industries. This paper analysed paths of quantitative customer contact factors(such as communication, proximity, information richness) and qualitative customer contact factor(intimacy), customer satisfaction and affective commitment. The results show that communication influences on proximity, information richness and intimacy. Also, proximity, information richness and intimacy indirectly effect on affective commitment through customer satisfaction.