Airline employee's service behavior toward different nationalities

Kim, Yu-Kyoung; Lee, Hyung Ryong

doi:10.1016/j.ijhm.2009.01.007

Cited by 23 publications

(16 citation statements)

References 58 publications

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“…Specifically for the airline industry, airline employees were found to serve passengers based on their cognition and emotions. Moreover, they were found to show better service behaviors towards people from their own nationality (Kim & Lee, 2009). …”

Section: Discussionmentioning

confidence: 99%

“…In the airline industry, airline employees were found to serve passengers based on their cognition and emotions. Accordingly, they show better service behaviors towards passengers from their own nationality (Kim & Lee, 2009). Therefore, given the importance of nationality in a service context, both customers and employees might perceive each other more favorably due to being from the same nation.…”

Section: Linking Employee Behaviors To Customers Relation With the Brandmentioning

confidence: 99%

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All Consumers Are Same for the Effect of Brand Citizenship Behaviors?: The Role of Nationality

Erkmen

2014

IJMS

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Managing brand related attitudes and behaviors of customer contact employees has gained importance for airline services recently. However, there is still need for further understanding of employees' brand related behaviors and their effect on consumers. Therefore, the purpose of this study is to understand the moderating role of consumer nationality on the link between employee brand behaviors and consumers' relation with the brand in terms of their trust and commitment in the airline industry. This study analyzed both service employees and consumers in the same research model to understand the effect of brand citizenship behaviors of employees on consumer brand relationship as well as the role of nationality on brand trust and commitment of consumers. The uniqueness of this study is to integration of nationality as a moderator into the link between employee behaviors and consumer brand relationship as well as using both employees and customers in the same research setting. While the results suggest that airline employees' brand related behaviors have a significant effect on passengers' trust, the relation is moderated by consumers' nationality. Specifically, the brand trust is higher for the passengers who are from the same nationality with the employees.

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Section: Discussionmentioning

confidence: 99%

Section: Linking Employee Behaviors To Customers Relation With the Brandmentioning

confidence: 99%

All Consumers Are Same for the Effect of Brand Citizenship Behaviors?: The Role of Nationality

Erkmen

2014

IJMS

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“…At the external environmental level, cultural values also determine the service attitude of employees. Under a collectivistic culture like Korea, the airline staff treats fellow customers better than foreign travelers (Kim and Lee, 2009;Tsang, this issue).…”

Section: Related Research On Service Attitudementioning

confidence: 99%

Factorial validation of hospitality service attitude

Kuo

Chen

2012

International Journal of Hospitality Management

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“…However, the study of personal values in the realm of customer service is largely limited (Coelho & Sousa, 2013). Furthermore, employee service delivery is not only influenced by their perceptions of service climate but personal attributes also have direct impacts on employee service delivery (Ekinci & Dawes, 2009;Kim & Lee, 2009). Therefore, I consider that examining the effects of personal values solely on employee perceptions of service climate (and assuming their subsequent effects on service delivery) does not provide a whole picture.…”

Section: Background Of the Researchmentioning

confidence: 99%

“…In relation to cultural values, Kim and Lee (2009) investigated the relationships between national stereotyping, emotion and service behaviour. The data was collected from employees in Korean airline companies.…”

Section: Factors That Influence Employee Service Deliverymentioning

confidence: 99%

The effects of personal values on service climate and service delivery in the hospitality industry

Saito¹

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Airline employee's service behavior toward different nationalities

Cited by 23 publications

References 58 publications

All Consumers Are Same for the Effect of Brand Citizenship Behaviors?: The Role of Nationality

All Consumers Are Same for the Effect of Brand Citizenship Behaviors?: The Role of Nationality

Factorial validation of hospitality service attitude

The effects of personal values on service climate and service delivery in the hospitality industry

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