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

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 countr...

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Main Authors:	Myoungjin Yu, Sunghyup Sean Hyun
Format:	Article
Language:	English
Published:	MDPI AG 2019-07-01
Series:	Sustainability
Subjects:	service quality SERVPERF personal touch curiosity country image behavioral intention
Online Access:	https://www.mdpi.com/2071-1050/11/15/4136

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spelling	doaj-eb74d3b875a946b389afa89d8f65ceaf2020-11-25T00:50:12ZengMDPI AGSustainability2071-10502019-07-011115413610.3390/su11154136su11154136The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF ModelMyoungjin Yu0Sunghyup Sean Hyun1School of Tourism, Hanyang University, Seoul 133791, KoreaSchool of Tourism, Hanyang University, Seoul 133791, KoreaThis 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.https://www.mdpi.com/2071-1050/11/15/4136service qualitySERVPERFpersonal touchcuriositycountry imagebehavioral intention
collection	DOAJ
language	English
format	Article
sources	DOAJ
author	Myoungjin Yu Sunghyup Sean Hyun
spellingShingle	Myoungjin Yu Sunghyup Sean Hyun The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model Sustainability service quality SERVPERF personal touch curiosity country image behavioral intention
author_facet	Myoungjin Yu Sunghyup Sean Hyun
author_sort	Myoungjin Yu
title	The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
title_short	The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
title_full	The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
title_fullStr	The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
title_full_unstemmed	The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model
title_sort	impact of foreign flight attendants’ service quality on behavioral intention toward their home country—applied servperf model
publisher	MDPI AG
series	Sustainability
issn	2071-1050
publishDate	2019-07-01
description	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.
topic	service quality SERVPERF personal touch curiosity country image behavioral intention
url	https://www.mdpi.com/2071-1050/11/15/4136
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The Impact of Foreign Flight Attendants’ Service Quality on Behavioral Intention Toward Their Home Country—Applied SERVPERF Model

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