- Apply for Authority
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS
ISSN : 1738-3110
The Impact of Face-to-Face Sales in the Air Service Market
PARK, Hye-Yoon
- Downloaded
- Viewed
Abstract
Purpose: This study aims to find out the relationship between the impact of Korean crew on airline service quality in the global aviation market, which is the representative of the face-to-face sales and can help in the face-to-face market of aviation services. Research design, data: The survey was conducted for about a month from March 1 to April 6, 2020, and a total of 300 copies were used in the analysis of the results. To verify the hypothesis, data was analyzed using the statistical package program SPSS 18.0, and frequency analysis, exploratory factor analysis, correlation analysis, and multiple regression analysis were performed. Results: It is a study on the sales of face-to-face service of crews of global airlines. Non-verbal elements in airline service face-to-face sales have been shown to have a significant impact on service quality. Conclusions: In the face-to-face service sales of global airlines, communication has been shown to affect service quality. A face-to-face sale using mother tongue means important. The better the flight attendant's linguistic face-to-face selling ability, the more positive on the airline's quality of service. It suggests that the communication skills of managers in the aviation service market are important for repurchase.
- keywords
- Face-to-Face Sales, Air Service Market, Service Quality Management, Repurchase
Reference
Anderson, E. W., Fomell, C., & Lehman, D. R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. Journal of Marketing, 58(30), 53-66. https://www.jstor.org/stable/1252310
Babin, B. J., & Griffin, M. (1998). The nature of satisfaction: an updated examination and analysis. Journal of Business Research, 41(1), 127-136. https://aquila.usm.edu/fac_pubs/5166
Bayes, M. A. (1972). Behavioral cues of interpersonal warmth. Journal of Consulting and Clinical Psychology, 39(2), 333-339. https://doi.org/10.1037/h0033367
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(April), 69-82. https://doi.org/10.12691/ajie-2-1-1.
Chamidah, N., Buntoro, B., & Sulastri, E. (2020). Marketing communication and synergy of Pentahelix strategy on satisfaction and sustainable tourism. The Journal of Asian Finance, Economics, and Business, 7(3), 177-190. https://doi.org/10.13106/jafeb.2020.vol7.no3.177
Chang, T. Y., & Yeh, C. H. (2002). The evaluation of airline service quality by Fuzzy MCDM. Tourism Management, 23(1), 107-115.
Choi, C. I., & Li, C. (2016). Case Study on the distribution of disaster risk information in China. Journal of Distribution Science, 14(4), 55-66.
Chun, J. L., & Park, S. B. (2018). A study on the customer’service expectation level. Journal of Distribution Science. 16(11), 47-56.
Cronin, J. J., & S, A. Taylor. (1994). Measuring Service Quality. Journal of Marketing, 56(July), 55-68.
Dai, W., & Lee, J. H. (2018). Effects of website characteristics and delivery service quality on repurchase intention. International Journal of Industrial Distribution & Business,9(5), 17-24. http://dx.doi.org/10.13106/ijidb.2018.vol9.no5.17
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. https://doi.org/10.1108/EUM0000000004784
Han, J. Y., & Kim, W. K. (2015). The effect of product type and channel prioritization on effective digital marketing performance. Journal of Distribution Science, 13(5), 91-102.
Hardius, U. (2015). Customer communication strategy for Islamic banks. International Journal of Industrial Distribution &Business, 6(2), 17-24.
Jung, G. J., Hwang, H. J., & Song, I. A. (2015). Impact of internal marketing factors on technological innovation and perceived service quality in telecommunications. Journal of Distribution Science, 13(6), 87-96.
Kim, E. H. (2012). Research on practical shopping value and consumer attitudes on PB products according to perceived quality. Journal of Distribution Science, 10(10), 35-43.
Kim, P. J. (2017). A study on the recognition level of traditional market users on return intention. International Journal of Industrial Distribution & Business, 8(5), 77-85.
Lee, J. W. (2017). Critical factors affecting consumer acceptance of online health communication: An application of service quality models. Journal of Asian Finance, Economics, and Business, 4(3), 85-94. https://hdl.handle.net/2144/27491
Leigh, T. W., & Summers, J. O. (2002). An initial evaluation of industrial buyers' impressions of salespersons' nonverbal cues. The Journal of Personal-Selling & Sales Management, 22(1), 41-53.
Miller, R. L., Seligman, C., Clark, N. T., & Bush, M. (1976). Perceptual contrast versus reciprocal concession as mediators of induced compliance. Canadian Journal of Behavioral Science, 8(1), 401-409. https://doi.org/10.1037/h0081965
Moorman, C., Deshpand, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Marketing, 57(1), 81-101. http://www.jstor.org/stable/1252059.
Nam, S. J. (2015). Cross-cultural service variation: Airline service quality. Journal of Distribution Service, 13(9), 19-27.https;//doi.org/10.15722/jds.13.9.201509.19
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(Fall), 25-48.
Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 21(Fall), 16-24.https://doi.org/10.1177/004728759303200203
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Park, S. J., Chung, S. W., & Lee, S. G. (2019). The effect of online product reviews on sales performance. Journal of Distribution Science, 17(5), 85.94.https://doi.org/10.15722/JDS.17.5.201905.85
Ritchie, J. R. B. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, 3(1), 2-9. https://doi.org/10.1177/004728759103000201
Spitzberg, B., & Cupach, W. (1983). Trait versus state: A comparison of dispositional and situational measures of interpersonal communication competence. Western Journal of Speech Communication, 47(4), 364-379.https://doi.org/10.1080/10570318309374131
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A Re-examination of the determinants of consumer satisfaction. Journal of Marketing, 60(July), 15-32. https://doi.org/10.1177/002224299606000302
Sundaram, D. S., & Webster, C. (2000). The role of nonverbal communication in service encounters. The Journal of Service Marketing, 14(5), 378-389.
Westbrook, R. A., & Oliver, R. L. (1981). Developing better measures of consumer satisfaction: Some preliminary results. Association for Consumer Research, 5(1), 94-99.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations