저비용항공사의 서비스실패, 불평행동에 관한 연구

• 영문명: A study on service failure and complaints of low-cost airlines
• 발행기관: 관광경영학회
• 저자명: 정현영 황영주
• 간행물 정보: 『관광경영연구』제20권 제1호, 205~227쪽, 전체 23쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2016.01.31

영문 초록

This study is regarding low-cost airlines service failure and complaints and classifies different type of the service dissatisfaction of low-cost airlines customers. We investigated the factors of complaints which follow dissatisfaction, the type of complaints and compensation that customers expect through the complaints in detail. As a result, the dissatisfaction related to reservation and change service are the internet and mobile ticket booking payment errors and the insufficiency of the notice system which provides the nature of the ticket, refund and change regulations. It was the most distinctive service failure points different with an existing full-service airlines. Low-cost airlines should understand the reason of complaints and try to solve this for customer care. This study helps make an effective response to customer complaints and provides the basic research to establish the differentiated competitive advantage services.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 연구결과

Ⅴ. 결론

참고문헌

키워드

Low cost carrier Service failure Complaint behavior Customer Loyalty