항공사 충성도에 대한 서비스접점품질의 효과 : LCC와 HCC의 차이

Recently airline industry is considering a wide range of customers elements can support differentiated quality of the new airline is expanding. The fierce competition among airlines to become more emerging as a managed service. In particular, in the airline services an important consideration facing contact employees determining how much personal or impersonal interaction is appropriate for each customer. Thus, we have studied quality of service encounter and tried to identify the key factors which affect customer satisfaction and loyalty in airline services. In this study, quality of service encounter of personal and impersonal services considering the high quality of the airline (High Cost Carrier: HCC) and low-cost carriers (Low Cost Carrier: LCC) examined differences between the effects. Specifically, customers can feel the experience of airlines, emotional and cognitive assessment through the analysis of competitive advantage by airline management plan is presented. The results suggest that airline service for emotional attachment formation is a key factor in airline management can be important. Airlines also expensive is the contacts both important quality of personal and impersonal services, but low-cost carrier considering a quality of impersonal services is a very important factor in the quality of airline service management.