IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i15p4136-d253356.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/15/4136/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/15/4136/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Richard B. Chase, 1981. "The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions," Operations Research, INFORMS, vol. 29(4), pages 698-706, August.
    2. Frank Klingberg, 1941. "Studies in measurement of the relations among sovereign states," Psychometrika, Springer;The Psychometric Society, vol. 6(6), pages 335-352, December.
    3. Oh, Jong-Geun, 1996. "Global strategic alliances in the telecommunications industry," Telecommunications Policy, Elsevier, vol. 20(9), pages 713-720, November.
    4. Kim, Yu Kyoung & Lee, Hyung Ryong, 2011. "Customer satisfaction using low cost carriers," Tourism Management, Elsevier, vol. 32(2), pages 235-243.
    5. Ravi Parameswaran & Attila Yaprak, 1987. "A Cross-National Comparison of Consumer Research Measures," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 18(1), pages 35-49, March.
    6. Chen, Fang-Yuan & Chang, Yu-Hern, 2005. "Examining airline service quality from a process perspective," Journal of Air Transport Management, Elsevier, vol. 11(2), pages 79-87.
    7. Lena Mossberg & Ingeborg Astrid Kleppe, 2005. "Country and destination image -- different or similar image concepts?," The Service Industries Journal, Taylor & Francis Journals, vol. 25(4), pages 493-503, June.
    8. Deborah L. Kellogg & Richard B. Chase, 1995. "Constructing an Empirically Derived Measure for Customer Contact," Management Science, INFORMS, vol. 41(11), pages 1734-1749, November.
    9. Jaime Torres Fragoso & Ignacio Luna Espinoza, 2017. "Evaluación de la percepción de la calidad de los servicios bancarios mediante el modelo SERVPERF," Contaduría y Administración, Accounting and Management, vol. 62(4), pages 1270-1293, Octubre-D.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ko, Young Dae & Kwag, Sung Il & Oh, Yonghui, 2020. "An efficient airline seat reallocation algorithm considering customer dissatisfaction," Journal of Air Transport Management, Elsevier, vol. 85(C).
    2. Yee, Rachel W.Y. & Guo, Yujuan & Yeung, Andy C.L., 2015. "Being close or being happy? The relative impact of work relationship and job satisfaction on service quality," International Journal of Production Economics, Elsevier, vol. 169(C), pages 391-400.
    3. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    4. Yee, Rachel W.Y. & Yeung, Andy C.L. & Cheng, T.C.E., 2011. "The service-profit chain: An empirical analysis in high-contact service industries," International Journal of Production Economics, Elsevier, vol. 130(2), pages 236-245, April.
    5. Roth, Katharina P. & Diamantopoulos, Adamantios, 2009. "Advancing the country image construct," Journal of Business Research, Elsevier, vol. 62(7), pages 726-740, July.
    6. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    7. Chowdhury, Sanjib & Miles, Grant, 2006. "Customer-induced uncertainty in predicting organizational design: Empirical evidence challenging the service versus manufacturing dichotomy," Journal of Business Research, Elsevier, vol. 59(1), pages 121-129, January.
    8. Scott E. Sampson, 2018. "Professional Service Jobs: Highly Paid but Subject to Disruption?," Service Science, INFORMS, vol. 10(4), pages 457-475, December.
    9. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    10. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.
    11. 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.
    12. Nabil Ghantous, 2015. "Re-examining encounter intensity's conceptualisation, measurement and role," The Service Industries Journal, Taylor & Francis Journals, vol. 35(5), pages 237-254, March.
    13. Mei Xue & Lorin M. Hitt & Patrick T. Harker, 2007. "Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 535-558, April.
    14. Yee, Rachel W.Y. & Yeung, Andy C.L. & Edwin Cheng, T.C., 2010. "An empirical study of employee loyalty, service quality and firm performance in the service industry," International Journal of Production Economics, Elsevier, vol. 124(1), pages 109-120, March.
    15. Guillaume Roels, 2014. "Optimal Design of Coproductive Services: Interaction and Work Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 578-594, October.
    16. Cruz-Ros, Sonia & Gonzalez-Cruz, Tomas F., 2015. "Service firm capabilities and performance: Contingent analysis of customer contact," Journal of Business Research, Elsevier, vol. 68(7), pages 1612-1621.
    17. Sunil Mithas & Jonathan Whitaker, 2007. "Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation," Information Systems Research, INFORMS, vol. 18(3), pages 237-259, September.
    18. Chinho Lin & Ming-Lung Hsu & David C. Yen & Ping-Jung Hsieh & Hua-Ling Tsai & Tsung-Hsien Kuo, 2013. "Prototype system for pursuing firm’s core capability," Information Systems Frontiers, Springer, vol. 15(3), pages 497-509, July.
    19. Cho, Woohyun & Windle, Robert J. & Dresner, Martin E., 2017. "The impact of operational exposure and value-of-time on customer choice: Evidence from the airline industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 103(C), pages 455-471.
    20. David Opresnik & Maurizio Fiasché & Marco Taisch & Manuel Hirsch, 0. "An evolving fuzzy inference system for extraction of rule set for planning a product–service strategy," Information Technology and Management, Springer, vol. 0, pages 1-17.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:11:y:2019:i:15:p:4136-:d:253356. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.