항공객실서비스 서비스 실패 사례를 통한 서비스 회복에 관한 연구: K 항공사 고객 사례 중심으로

초록

The purpose of this study is to find out ways of service recovery, which will satisfy the customer, and the corresponding procedure through the service failure cases that leads to improvements of the airline cabin service quality. This paper reviewed the service failure cases on the airline cabin service of K-airline. The results of the study indicated that service recovery and failure are closely related to a customer’s responses and ratings to services provided by airline services. First, since the service failures can lead to direct customer deviations and negatively impact profitability, the airline organizations quickly try to efforts for recovering and preventing the recurrence of customer complaints by the failure of airline cabin service. Second, managers should analyze complaints of customer to figure out the cause of service failure and recover customer’s expected value with prompt and proper response, which will prevent customers from leaving. This study proposes of a set of strategies that airline company should develop to effectively prevent and respond to customer related service failure in the airline cabin service.

키워드