항공사 조직의 지속가능성을 높이기 위해서는 구성원들 스스로 변화에 민첩하게 대응하는 혁신행동이 필수적 요소라 할 수 있다. 특히 항공 산 업은 코로나19 엔데믹 전환에 맞춰 선제적이고 구체적인 대응 방안을 마 련하고, 타 항공사와의 경쟁에서 우위를 차지하기 위해 기존과는 다른 차별화된 전략이 필요하다. 이에 본 연구에서는 항공사 객실승무원들을 대상으로 조직문화가 혁신행동에 어떠한 영향을 주는지 알아보고자 하였 으며, 조직문화와 혁신행동 사이에서 심리적 주인의식과 지식공유의 매 개효과를 검증하고자 하였다. 본 연구의 결과를 요약하면 다음과 같다. 첫째, 조직문화와 혁신행동의 관계에서는 조직문화의 유형 중 혁신지향 문화와 과업지향문화가 혁신행동에 정(+)의 영향을 미치는 것으로 나타났 다. 둘째, 매개효과 검증결과 관계지향문화와 과업지향문화는 심리적 주 인의식만을 매개로 한 간접효과는 없고, 지식공유를 경유해야만 혁신행 동에 매개효과가 있는 것으로 알 수 있으며, 위계지향문화에서는 지식공 유만을 매개로 한 매개효과가 있는 것으로 나타났다. 본 연구의 결과는 인적자원의 의존도가 매우 높은 항공 산업에서 항공사 조직의 효율적 인 적자원 관리를 위한 방향성 제시와 경영전략 수립 등에 기초자료로 제공 될 수 있을 것으로 사료된다.

감정노동(emotional labor)의 강도가 높은 직업 중 하나인 항공사 승무원들은 관리직 및 사무직 등의 종업원들에 비해 상대적으로 감정부조화에 노출될 가능성이 더 크다. 실제 경험하게 되는 내면 감정과 표현 감정이 다른 경우, 직무수행과 조직생활에 어려움을 겪게 될 가능성 높아지게 된다. 고용노동부는 감정을 관리해야 하는 업무활동이 전체 업무의 50%를 넘는 경우, 감정노동에 해당한다고 판단하여, 2018 년 10월 18일 ‘감정노동자 보호법’이 발효되었다. 이 법은 고객 응대 과정에서 발생할 수 있는 여러 상황에서 감정노동자를 제도적으로 보호하기 위해 제정되었다. 본 연구는 고객대면 업무환경에서 여러 갈등관계에 노출될 수 있는 국내항공사 여성승무원 355명을 대상으로 연구를 진행하였다. 본 연구의 목적을 서술하면 다음과 같다. 첫째, 항공사 여성승무원들이 경험하는 감정부조화가 그들의 내재적 동기와 직무스 트레스에 어떠한 영향을 미치는지 실증검증해보고자 하였다. 둘째, 개인의 심리적 자본인 회복탄력성이 감정부조화와 내재적 동기 및 직무스트레스에 어떠한 조절효과가 있는지 살펴보고자 하였다. 마지막으로 감정부조화와 내재적 동기 및 직무스트레스 간의 관계에서 LMX의 상호작용효과를 검증해보았다. 실증 분석 후, 그 결과를 정리하면 다음과 같다. 첫째, 감정부조화는 내재적 동기에 부적인 영향을 나타내었다. 둘째, 감정부조화는 직무스트레스에는 정적인 영향을 주는 것으로 검증되었다. 셋째, 조절변수인 LMX를 높게 지각할수록, 감정부조화가 직무스트레스에 미치는 정적인 영향을 약화시키는 것으로 나타났다. 그리고 본 연구의 결과는 항공사 여성승무원 뿐만 아니라, 다양한 산업 환경에서 감정노동을 관리해야 하는 인사관리자 및 실무자들에게 작은 시사점을 제공할 수 있을 것으로 판단된다.

This study investigates passenger-authored online reviews of airline services using social network analysis to compare the differences in customer perceptions between full service carriers (FSCs) and low cost carriers (LCCs). While deriving words with high frequency and weight matrix based on the text analysis for FSCs and LCCs respectively, we analyze the semantic network (betweenness centrality, eigenvector centrality, degree centrality) to compare the degree of connection between words in online reviews of each airline types using the social network analysis. Then we compare the words with high frequency and the connection degree to gauge their influences in the network. Moreover, we group eight clusters for FSCs and LCCs using the convergence of iterated correlations (CONCOR) analysis. Using the resultant clusters, we match the clusters to dimensions of two types of service quality models (Grönroos, Brady & Cronin (B&C)) to compare the airline service quality and determine which model fits better. From the semantic network analysis, FSCs are mainly related to inflight service words and LCCs are primarily related to the ground service words. The CONCOR analysis reveals that FSCs are mainly related to the dimension of outcome quality in Grönroos model, but evenly distributed to the dimensions in B&C model. On the other hand, LCCs are primarily related to the dimensions of process quality in both Grönroos and B&C models. From the CONCOR analysis, we also observe that B&C model fits better than Grönroos model for the airline service because the former model can capture passenger perceptions more specifically than the latter model can.

기업이 지속적으로 성장하기 위해서는 반드시 가치를 확보해야 한다. 많은 기업들의 전략은 고객으로부터 가치를 최대한 확보하고 전유하는 것에 초점이 맞춰져 있다. 이에 따라 가치에 대한 연구는 학계와 산업계에서 활발하게 진행되고 있으나 대부분의 경우 지나치게 개념적이거나 이론적인 경우가 많아 실증적인 연구로 이어지는 것에는 한계가 있다. 본 연구에서는 VCA(value creation and appropriation)model을 이용해 국내외 항공 산업에서 발생하는 가치창조와 전유 동향을 분석하였다. VCA모델을 통해 가치를 창조하기 위해 투입된 자본과 노동력을 바탕으로 기업이 실제로 창출한 가치의 양을 계산할 수 있으며 또한 창조된 가치가 기업의 이해관계 자(임직원, 고객, 공급업체 자본투자자 등)들에게 어떻게 배분(distribution)되는지 파악할 수 있다. 한국, 일본, 중국 및 동남아시아 국가의 주요 항공사의 재무제표 등 접근 가능한 데이터를 활용해 분석을 수행했으며 2000년부터 2015년까지의 총 15개년의 데이터를 수집했다. 분석 결과 각 국가, 기업 규모, 연도별로 가치의 창조와 전유에는 일정한 패턴과 유형이 존재하는 것으로 밝혀졌다. 최종적으로는 가치창조와 전유의 유형별로 주요 이슈를 도출하고 이에 대응하기 위한 시사점을 제시하였다.

Airline schedules are highly dependent on various factors of uncertainties such as unfavorable weather conditions, mechanical problems, natural disaster, airport congestion, and strikes. If the schedules are not properly managed to cope with such disturbances, the operational cost and performance are severely affected by the delays, cancelations, and so forth. This is described as a disruption. When the disruption occurs, the airline requires the feasible recovery plan returning to the normal operations in a timely manner so as to minimize the cost and impact of disruptions. In this research, an Ant Colony Optimization (ACO) algorithm with re-timing strategy is developed to solve the recovery problem for both aircraft and passenger. The problem consists of creating new aircraft routes and passenger itineraries to produce a feasible schedule during a recovery period. The suggested algorithm is based on an existing ACO algorithm that aims to reflect all the downstream effects by considering the passenger recovery cost as a part of the objective function value. This algorithm is complemented by re-timing strategy to effectively manage the disrupted passengers by allowing delays even on some of undisrupted flights. The delays no more than 15 minutes are accepted, which does not influence on the on-time performance of the airlines. The suggested method is tested on the real data sets from 2009 ROADEF Challenge, and the computational results are compared with the existing ones on the same data sets. The method generates the solution for most of problem set in 10 minutes, and the result generated by re-timing strategy is discussed for its impact.

The passenger airline industry is worth $623 billion, transporting around 3,530 million passengers a year (IATA, 2015). Although useful, most prior research focuses only on specific situations and on a minority of passengers, and takes a producercentric view which conceptualizes consumers as the target of airline activities (Reisinger and Movondo, 2005, Wangenheim and Bayón, 2007, Folkes et al., 1987, Bejou and Palmer, 1998). Instead, we focus on a characteristic of airline travel that affects all airline consumers: confinement. Airline consumers are often confronted with restrictions in terms of space and activity which can lead to discomfort, frustration, dissatisfaction, and reduced well-being. The objectives of this study are therefore to: 1) Define the concept of consumer confinement, 2) Develop a model showing how the problems faced in confined contexts, solution strategies used to deal with these, moderators and outcomes are related, 3) Show how confined airline experiences can be managed more effectively to improve consumer and company outcomes. In understanding how companies and consumers play a role in avoiding and reducing these, we investigate how consumers become problem solvers and deal with confinement using a thematic analysis of blogs and forums. Our study shows that long-haul travellers face a wide range of problems and have developed inventive, personalized solution strategies to address these. We also develop a conceptual model which identifies the problems faced by consumers such as boredom and not looking good; moderators such as propensity to plan and claustrophobia; potential confinement solution strategies consumers and companies can action, such as talking with other passengers and watching movies; and how these may affect company and consumer outcomes such consumer emotions, satisfaction and loyalty. The paper contributes to theory development in marketing by conceptualizing confinement, which has received very limited attention in prior work (see Chen, Gerstner, and Yinghui, 2009 for an exception). Second, we build on prior work on negative service experiences, such as the effect of overbooking service capacity (Wangenheim and Bayón, 2007) and service failure (Folkes, Koletsky, and Graham, 1987) that took a more producer-centric view, conceptualizing consumers as the recipient of the company’s activities. We extend and go beyond this work by showing that consumers are actually active co-solvers of their consumption experience problems (Prahalad and Ramaswamy, 2004). Third, our conceptual model provides theoretical relationships between confinement and company as well as consumer outcomes such as satisfaction, emotions and loyalty to show how effective strategies are used to help consumers reduce the problems caused by confined situations. Fourthwe contribute to an understanding of the boundary conditions of when strategies work by showing that in particular, individual differences such as fear of flying could have an effect on the effectiveness of strategies. Fifth, we complement the travel medicine and the general travel literature which has researched travel risk and anxiety (Reisinger and Movondo, 2005) and physical health problems resulting from flying phobias (McIntosh et al., 1998), with a focus on the more common problems and strategies used by the large majority of long-haul flyers to occupy time and improve emotional well-being. We conclude with suggestions for further research.

Lee Seung-hee. 2015. “Closings of Calls to an Airline Service”. The Sociolinguistic Journal of Korea 23(3). 177~204. In conversation analysis (CA), closings of a conversation are explicated as achievements by parties working through structural problems of coordinating a simultaneous exit from the conversation. This paper examines closings of calls to an airline service in Korea using the method of CA. As calls to the airline service are built with an orientation to an expectably single business, resolution of the business at hand－typically a flight reservation－occasions the relevance of closing. Closings of airline service calls are structured into pre-closing and terminal sequences. Agents' announcement of a completion of the reservation, thus of the business at hand, constitutes a pre-closing move. Customers align with the pre-closing move normally by producing an acknowledgement in response. Following pre-closing sequences, agents initiate a terminal sequence by producing a terminal component in a standard format required by the institution. Customers typically respond with an acknowledgement ‘yes’ token, collaboratively achieving a termination. In the achievement of closing sequences, parties orient not only to the particular trajectory of activities and pre-closings they have been engaged in, but also to the particular type of conversation as one of customer service.

This study investigates the factors that influence brand loyalty in the airline industry. A survey using a sample of 106 travelers was conducted. Results of statistical analysis show that the influence of perceived quality and brand association on brand loyalty was mediated by brand equity. Brand satisfaction and perceived value were also found to have a direct influence on brand loyalty. The research findings provide valuable information for marketers, academics and practitioners for investigating brand loyalty of customers.

항공마일리지는 항공사가 상용고객을 우대하는 제도(Frequent Flyer Program)로서 일정 기준 이상의 마일리지를 적립한 고객에게 보상하는 프로그램이다. 연구대상판결인 서울남부지방법원 2011. 1. 21. 선고 2010가합15876 판결(확정)은 항공마일리지의 상속에 관한 분쟁을 정면에서 다루고 있는 최근 하급심판결로서 學理的으로나 實際的으로 매우 주목할 만하다. 이 판결은 항공마일리지의 재산권성을 인정하고 귀속상 일신전속성을 부정하여 상속성을 인정하면서도, 결과적으로 항공마일리지의 상속을 금지하는 약관의 불공정성은 부인하였다. 그러나 항공마일리지의 상속을 금지하는 약관은 약관의 규제에 관한 법률 제6조 제2항 제1호의 ‘고객에게 부당하게 불리한 조항’으로서 무효라고 보아야 한다. 本稿에서는 대상판결의 쟁점인 항공마일리지의 재산권성 및 귀속상 일신전속성, 항공마일리지의 상속을 금지하는 개별합의의 가능성 및 그러한 약관의 불공정성에 관하여 살펴봄으로써, 대상판결의 결론을 비판적으로 검토하였다.

This study was conducted in search of the acceptance level of air traffic services from domestic airlines pilot's perspective in comparison with male controllers and female controllers. Pilots responded to the questionnaire that female ATC controllers are of significance to male controllers in terms of pronunciation, accuracy of English grammar, attitude and kindness. Besides, The ICAO aviation English proficiency level four test revealed that female controllers were found superior to male controllers in terms of rating scales of holistic descriptors.

본 연구는 항공사의 개별노선을 분석단위로 하여 진입순서와 시장성과와의 관계를 분석하였다. 특히 선발 진입이 시장성과에 영향력을 미치는 지의 여부를 분석하고 이러한 진입순서 효과가 여타 다른 변수의 존재 하에서는 어떻게 변화하는 가를 검정하였다. 또한 기업이 보유한 여러 가지 자원들이 항공사가 개별 노선에 선발로 진입하는데 영향력을 행사하고 있는지의 여부를 검정하였다. 주요 연구 결과는 다음과 같다. 첫째, 선발 진입 행위가 시장성과에 정의 방향으로 영향력을 행사하는 것으로 관찰되었다. 둘째, 선발 진입 효과가 기업이 보유한 여러 가지 자원을 통제하고 분석했을 때는 그 효과가 감소되는 결과를 보여주고 있다. 셋째, 기업활동 경험, 항공사의 명성 등이 항공사가 개별노선에 선발로 진입하는데 영향력을 행사하는 것으로 분석되었다.

In Vietnam, the airline service sector plays an important economic role. However, it is a complicated industry that is open to failures. Negative emotions are an essential variable for the airline service industry because they can trigger a variety of coping behaviors that affect consumer loyalty as well as the image and reputation of the airline service providers. However, negative emotions and the accompanying coping behaviors are often investigated partially or as separate issues, thus leading to an incomplete understanding. This study is conducted to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative word-of-mouth (WOM), and switching intention) in the context of the airline industry. Eight research hypotheses are tested. Using the partial least squares structural equation modeling (PLS-SEM) on a sample of 587 passengers in Vietnam, the empirical results show that anger and frustration influence complaints, negative WOM, and switching intention, while regret leads to switching intention and negative WOM. Thus, the research has important academic and practical implications. The empirical outcome could be of major importance for airline companies in planning to provide new services and achieve high performance in the long run.

This study investigates the importance of professional models in the promotion of the corporate brand attitude through differentiated marketing strategies in the saturated low-cost carrier (LCC) aviation market. The attributes of professional models affect brand attitude and brand loyalty. The study seeks to identify the factors affecting brand loyalty through the contribution of professional models. The empirical analysis is based on a questionnaire survey conducted online and off line over a seven-month period, from January to July 2019. Some 292 valid samples could be used. The study conducted a positive factor analysis using AMOS 18.0 and a reliability analysis using SPSS 18.0. Reliability of measurement tools was performed using Cronbach’s alpha. The attributes of professional models relating to airline advertising include: reliability, attractiveness and expertise. These attributes are shown to have a significant impact on brand attitude and brand loyalty toward LCCs. The findings reveal that reliability and expertise have a significant influence on the brand attitude and the formation of brand loyalty. Professional models’ attractiveness has no significant impact on brand attitudes and brand loyalty. The mediating effect of professional models’ attributes on the relationship between brand attitude and brand loyalty also show a significant positive effect.

Purpose - The purpose of this study is to explore and examine the effects of airline deregulation in the United States and South Korea as a comparative analysis. The study focuses on identifying the purposes of airline deregulation and analyzing its benefits and consequences. Research Design, Data, and Methodology - This is a case study, a comparative method, which analyzes and measures the benefits and disadvantages of airline deregulation in both the United States and South Korea. Results - Airline deregulation removed unnecessary and ineffective government controls, resulting in more efficient airline industries in both countries. However, the negative consequences are much greater than the benefits of airline deregulation. Conclusion - The purpose of airline deregulation was to foster an efficient and effective environment in airline industry, and cleare vidence of the positive intended effects of airline deregulation e.g., increasing domestic competition, decreasing airfare, increasing productivity, and removing unnecessary government regulations in the beginning of airline deregulation. However, the current state of airline industry in both countries depicts only the consequences of airline deregulation.