Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
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pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
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The Impact of Customer-to-Customer Interaction on Customer Satisfaction in Airline Service: Focusing on the Moderating Effect of Flight Attendants' Role Performance
- Journal of Tourism Sciences
- Abbr : JTS
- 2015, 39(1), pp.29-46
- DOI : 10.170861/JTS.2015.39.1.29
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
Minjung Hong 1, Cho, Yong-Hyun 1
1세종대학교
Accredited
ABSTRACT
This study attempts to identify the factors of customer-to-customer interaction within airline services, specifically the relationship between customer-to- customer interaction and customer satisfaction. From this relationship, the moderating effect of flight attendants’ role performance is examined. This empirical study collected relevant data through a survey of local customers that experienced overseas airline services within one year. As a result, customer-to-customer interaction was broken down into four behavioral factors: externally unpleasant, lacking manners in shared space, loudness, and service complaint behavior. Within these factors, lacking manners in a shared space and loudness showed a negative influence on customer satisfaction, whereas service complaint behavior showed a positive influence on customer satisfaction. Lastly, the role of performance of the flight attendant was divided into two factors: problem solving ability and attitude towards customers. Both factors proved the moderating effect between customer-to-customer interaction and customer satisfaction. The study results address academic and practical implications.
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