Q-방법론을 적용한 항공기 내 고객 불량행동 유형 분석: 항공기 이용객과 객실승무원 간 인식 비교를 중심으로
Analysis on the Types of Dysfunctional Customer Behavior in Aircraft using Q-methodology: Focusing on the Comparison of Perceptions between Airline Passengers and Flight Attendants
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초록
The purpose of this study was to analyze the perceptions of airline passengers and flight attendants toward dysfunctional customer behavior in aircraft using Q-methodology. For this study, 25 Q-samples were extracted from in-depth interviews with flight attendants and a literature review. Also, 30 P-samples each of airline passengers and flight attendants were selected to classify the Q-samples. The results showed that two types of perception were classified for both airline passengers and flight attendants. For airline passengers, one type involved 'attempts of physical contact and injury', and the other type was 'harassing or verbally assaulting other passengers'. For flight attendants, one type involved 'attempts of physical contact and injury', and the other type was 'acts of physical injury and threats'. Especially the type involving 'attempts of physical contact and injury' was negatively perceived by both airline passengers and flight attendants. The findings will provide basic data for service marketing strategies and internal customer management by airline companies.
Abstract
The purpose of this study was to analyze the perceptions of airline passengers and flight attendants toward dysfunctional customer behavior in aircraft using Q-methodology. For this study, 25 Q-samples were extracted from in-depth interviews with flight attendants and a literature review. Also, 30 P-samples each of airline passengers and flight attendants were selected to classify the Q-samples. The results showed that two types of perception were classified for both airline passengers and flight attendants. For airline passengers, one type involved 'attempts of physical contact and injury', and the other type was 'harassing or verbally assaulting other passengers'. For flight attendants, one type involved 'attempts of physical contact and injury', and the other type was 'acts of physical injury and threats'. Especially the type involving 'attempts of physical contact and injury' was negatively perceived by both airline passengers and flight attendants. The findings will provide basic data for service marketing strategies and internal customer management by airline companies.
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