Service-orientation of airlines: its impact on service-oriented behaviour of flight attendants and customer loyalty

The purpose of this study is to investigate the relationship between service-orientation of an airline and the service-oriented behaviour of flight attendants and customer loyalty. This study surveyed 200 flight attendants and 1,000 passengers of a major Korean airline in the ratio of five passengers per flight attendant. Based on the survey results, statistical tools such as structural equation modelling were employed. The results suggest that...