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Q-방법론을 적용한 항공기 내 고객 불량행동 유형 분석: 항공기 이용객과 객실승무원 간 인식 비교를 중심으로

Author

이주양

Journal Title

관광경영연구

Publication Year

2019

Topics

#Business and Management

Summary

This study analyzed the perceptions of airline passengers and flight attendants toward dysfunctional customer behavior in aircraft using Q-methodology. The results showed that both airline passengers and flight attendants were classified into two types of perception: 'attempts of physical contact and injury' and 'harassing or verbally assaulting other passengers'. Especially, 'attempts of physical contact' was negatively perceived by both groups.

Journal Influence

[관광경영연구]