The Impact of Airport Staff Communication Types and Nonverbal Communication Factors on Passenger Satisfaction after the Pandemic
1
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.
Abstract
Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.
참고문헌 (15)
- Kim, Y. K., "The Impact of the Nonverbal Communication of the Medical Service Provider on the Customer Satisfaction and Customer Behavior", Journal of Consumption Culture, 9(3), pp.155~184 (2006)
- Min, S. R., "A Study on the Relational Quality and Intention of Usage for Smart Airport", The Korea Tourism Enhancement Society, pp.43~66 (2021), KOTES
- Lee, E. Y., "The Effects of Non-Verbal Communication of Service providers on Interpersonal Attraction and Customer Attitude", Tourism Research, 41(4), pp.251~271 (2016)
- Lee, J. Y., "The Effect of Airline Crew’s Verbal and Non-verbal Communication on the Rapport Formation and Customer Trust", Journal of the Aviation Management Society of Korea, 19(3), pp.3~19 (2021)
- Ben, S. Z., "Affective and instrumental components in the physician-patient relationship : an additional dimension of interaction theory", Journal of health and social behave, 21(6), pp.170~180 (1980)
- Lee, W. H., "The effect of the non-verbal communication of flight attendants on the customer satisfaction and re-visit intention", Journal of Northeast Asia Tourism Research, 12(3), pp.79~98 (2016)
- Hellier P. k, "Customers repurchase intention: A General Structural Equation.Model", European Journal of marketing, 37, pp.1762~1800 (2003)
- John, J., "Research in brief : patient the impact of past expe rience", Journal of health care marketinh, 12(3), pp.56~64 (2010)
- Kang, E., "Employee compensation strategy as sustainable competitive advantage for HR education practitioners", Sustainability, 13(3), pp.1049~ (2021)
- Kim, J., "An Empirical Study of How Both Environmental Awareness and Interest in Artwork Can Be Incorporated into the Interior Design of Urban Hotels", Sustainability, 14(2), pp.1005~ (2022)
- Kim, J. H., "An Empirical Research : Incorporation of User Innovativeness into TAM and UTAUT in Adopting a Golf App", Sustainability, 15(10), pp.8309~ (2023)
- Parasuraman, A., "Conceptual model of service quality and its implications for future research", Journal of marketing, 49(4), pp.41~50 (1985)
- Park, J. E., "The Mediating Role of Eco-Friendly Artwork for Urban Hotels to Attract Environmental Educated Consumers", Sustainability, 14(7), pp.3784~ (2022)
- Park, S. H., "The impact of nonverbal communication of flight attendant on brand image, perceived value, and customer satisfaction: focused on 20s. consumers", Event & convention research, 통권 : 34, pp.45~64 (2019)
- Szasz, T. S., "a contribution to the Philo sophy of medicine : the basic models of the doctor-Patient relationship", journal of the American medical association, 97, pp.585~588 (1956)