항공사객실승무원의 조직문화특성과 서비스 품질

Abstract

The purpose of this study is to improve the quality of services in the cabin services for national flagcarriers by identifying the relationship between the characteristics of organizational culture and qualityof services in the airlines. The results of empirical analysis show that each airline has a differentcharacteristics of organizational culture and the characteristics of communication and identificationhave a meaningful relevance. And there seems to be a different perception of passengers in the qualityof services according to airlines. Therefore, it is asked that national flag carries need to understand their company characteristics,consider the human resources management and build the service culture in a rapid managementenvironment change.