With the continuously increasing demand for air travel, competition among airlines has increased as well. The purpose of this study is to examine empirically the causal relationships among the perceived service quality, corporate image, customer trust, and corporate reputation of Asiana Airline in South Korea using SERVQUAL measures. An onsite survey of Korean passengers was conducted. The results of this study reveal that responsiveness and reliability of service quality significantly affect corporate image and customer trust, whereas tangibles, empathy, and assurance of service quality are not significant antecedents of corporate image and customer trust. It is also found that corporate image and customer trust significantly affect corporate reputation. Based on these findings, theoretical importance and practical implications are discussed in this paper.

This study investigated the effect of hotel water conservation management and waste reduction measures on customers’ social and personal norms, willingness to pay more, and revisit intention, with cost consciousness as a moderating variable. A total of 311 valid samples were obtained by conducting a survey on customers who have used hotels for the past year. To perform the empirical analysis, SPSS 22.0 (IBM, New York, NY, USA) and AMOS 22.0 (IBM, New York, NY, USA) were used. As a result of the analysis, seven of the eight hypotheses were accepted, and the ninth hypothesis that tested the moderating effect was partially accepted. The results of the study revealed that a hotel’s eco-friendly activities had a positive effect on its overall performance. The results also provide insight that can lay the foundation for the sustainable management of hotels.

한국항공운항학회지(Journal of the Korean Society for Aviation and Aeronautics)

한국항공운항학회지(Journal of the Korean Society for Aviation and Aeronautics)

Introduction. Employment stress among airline service major students is very high, because airlines have not been recruiting during the COVID-19 pandemic, which has led to high learned helplessness and less employment preparation behavior among students. Thus, the purpose of this study was to verify the effect of resilience, one of the positive psychological variables that decrease the negative mutual influence between learned helplessness and employment preparation behavior. Samples and methods. The participants in this study were 312 airline service major students from four universities in South Korea. Data were collected from junior students who were in their third year of university (64.7%) and senior students who were in their fourth year of university (35.3%) in South Korea. For analysis, this study used SPSS Win.25.0 and PROCESS macro for SPSS 3.5 programs to conduct the frequency test for the demographic information, reliability test, correlation test, and moderated mediation effect analysis. Results. First, employment preparation behavior had a negative correlation with employment stress (r = -.497, p<.01) and learned helplessness (r = -.361, p<.01), as well as a positive association with resilience (r = .484, p < .01). Second, the conditional indirect effects of resilience on the relationship between employment stress and employment preparation behavior through learned helplessness were significant (p < .001) when the resilience value was low (M-1 SD), average (M), or high (M+1 SD). Therefore, the moderated mediation effect of resilience was verified. Practical significance. This study found that airline service major students with high resilience have increased employment preparation behavior. Given the results of this study, students’ resilience should be developed and strengthened to reduce or overcome students’ stress and learned helplessness during the COVID-19 pandemic.