항공사 CSR진정성이 고객만족에 미치는 영향

• 영문명: The Effect of CSR Authenticity On Customer Satisfaction: Dual-Paths Through Compassion and Customer Satisfaction
• 발행기관: 관광경영학회
• 저자명: 김수연
• 간행물 정보: 『관광경영연구』제25권 제1호, 93~112쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2021.01.31

영문 초록

The purpose of this study is to demonstrate the causal relationship between compassion and trust in the relationship between CSR(corporate social responsibility) authenticity and customer satisfaction, and at the same time verify the dual mediation effect of compassion and trust. As for the sample, a survey was conducted on Koreans using domestic airlines for the past year, and a total of 318 samples were used for empirical analysis. As a result of the study, the effect of CSR authenticity on compassion, the effect of compassion on trust, and the effect of trust on customer satisfaction were significant. In addition, the effect of CSR authenticity on customer satisfaction and the double mediation effect of competition and trust were also significant, and all hypotheses were supported. The implication of this study is that it demonstrated the double mediating effect of competition and trust in the relationship between CSR authenticity and customer satisfaction for domestic airline customers. Therefore, this study will greatly contribute to the spread of a compassionate service culture and trust formation of low cost airlines in the future.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

CSR Authenticity Compassion Trust Customer Satisfaction