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항공사 Sales Rep 서비스품질이 여행사와의 관계만족과 관계성과에 미치는 영향

Author
이강재, 이승곤
Journal Title
관광연구저널
Publication Year
2016
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Summary

This study analyzed the impact of airline Sales Rep service quality on relationship satisfaction and performance in a B2B relationship between airlines and travel agencies. The results showed that the human, economic, and convenience quality of Sales Reps positively influenced relationship satisfaction, while human and economic quality significantly impacted financial performance, and human, economic, and convenience quality affected non-financial performance. Relationship satisfaction was also found to have a positive influence on both financial and non-financial performance.

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항공사 Sales Rep 서비스품질이 여행사와의 관계만족과 관계성과에 미치는 영향 The influence of airlines sales reps’ service quality on relation satisfaction and relation performance in relations of travel agencies

이강재; 이승곤 · 2016

관광연구저널

항공사 서비스 접점품질이 고객 애호도에 미치는 영향에 관한 연구 The Effect of Airline Service Encounter Quality on Customer Loyalty

황윤용; 최수아; 나광진; 김혜진 · 2014

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