포스트 코로나 시대를 대비한항공 서비스 품질 개발에 대한 탐색 및 사례 연구

Traditionally, high-quality customer service that satisfies customers has been recognized as an important marketing tool that contributes to airline profitability. However, due to the ongoing COVID-19, travel itself is not easy in a situation where face-to-face services are limited and self-isolation is required according to each country's quarantine guidelines. Therefore, it might not be right that the quality of customer service performed by flight attendants affects profitability. In this paper, we propose a certain air service quality model that affects airline revenue management by performing exploratory research of Brady and Cronin's service quality model in preparation for the post-corona era. In addition, we present a specific case of airlines in which the proposed air service quality model can become an effective service quality model in soft power-oriented digital culture, entering the aviation market, and service preoccupation.