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The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model

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  • Myoungjin Yu

    (School of Tourism, Hanyang University, Seoul 133791, Korea)

  • Sunghyup Sean Hyun

    (School of Tourism, Hanyang University, Seoul 133791, Korea)

Abstract

This study applied a service performance (SERVPERF) model to measure service quality and used a quantitative method for testing four research hypotheses. This research aims to examine the impacts of foreign flight attendants’ service quality on behavioral intention toward their home country. As a result, the service touch of foreign flight attendants was influenced by curiosity, image, and behavioral intention toward their home country. Thus, this is an important finding that flight attendants conduct a crucial role not only for the airline but also for tourism in their home country. And empathy was found to be the most important dimension of service quality when a flight attendant offered a service to foreigners. This dimension was related to individual attention and communication skills. However, the limitation of this study is that the respondents were passengers of only one nationality; further research should, therefore, include a more diverse range of nationalities.

Suggested Citation

  • Myoungjin Yu & Sunghyup Sean Hyun, 2019. "The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model," Sustainability, MDPI, vol. 11(15), pages 1-13, July.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:15:p:4136-:d:253356
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    References listed on IDEAS

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    Cited by:

    1. Kim, Dohun & Lim, Chaehwan & Ha, Hun-Koo, 2024. "Comparative analysis of changes in passenger's perception for airline companies' service quality before and during COVID-19 using topic modeling," Journal of Air Transport Management, Elsevier, vol. 115(C).
    2. Myoungjin Yu & Sunghyup Sean Hyun, 2021. "Development of Modern Racism Scale in Global Airlines: A Study of Asian Female Flight Attendants," IJERPH, MDPI, vol. 18(5), pages 1-23, March.

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