항공서비스 조직문화가 리더십과 서비스품질에 미치는 영향
The Effects of Airline Service Organizational Culture on Leadership and Airline Service Quality
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Organizational culture is a very important topic that helps maximize an organization’s performance in the service industry. The relationship between managerial leadership and service quality is an issue that needs to be continuously studied, and therefore this study conducted an analysis of factors that influence leadership and service quality, in terms of the cultural characteristics of service organizations. For the purpose of this study, a total of 500 copies of a questionnaire were distributed to passengers who intended to use airline services, and analyses were performed of 370 out of the 443 copies retrieved from them. SPSS 18.0 for Windows was used to conduct an ANOVA and multiple linear regression analysis of the data collected from the questionnaire. The results of this study suggest that service organizations’ competitiveness of creating better business outcomes comes from employee training and the management’s service leadership and initiative are needed to make it work.
Abstract
Organizational culture is a very important topic that helps maximize an organization’s performance in the service industry. The relationship between managerial leadership and service quality is an issue that needs to be continuously studied, and therefore this study conducted an analysis of factors that influence leadership and service quality, in terms of the cultural characteristics of service organizations. For the purpose of this study, a total of 500 copies of a questionnaire were distributed to passengers who intended to use airline services, and analyses were performed of 370 out of the 443 copies retrieved from them. SPSS 18.0 for Windows was used to conduct an ANOVA and multiple linear regression analysis of the data collected from the questionnaire. The results of this study suggest that service organizations’ competitiveness of creating better business outcomes comes from employee training and the management’s service leadership and initiative are needed to make it work.
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