부산대학교 도서관

The purpose of this study is to comprehend the relevance between flight crew’s customer orientation and the service training. In other words, this study is to suggest the direction to increase the efficiency of the LCC crew by acknowledging the effectiveness of the service training which differs that of FSC’s. We have distributed 250 surveys to 3 different LCC’s in Korea from October 20th2016 to October 31st. We sorted out the unfinished and were able to use 166 of them. The result was, LCC’s service training had a positive effect on self-efficacy and job orientation. LCC’s effective service training supported self-efficacy and job engagement which led to better customer orientation. On the other hand, The research indicated that number of service training has negative effect on training satisfaction, so further studies are needed about LCC service training program`s planning and organizing. Also service training has positive effect on all of self-efficacy and job engagement, customer orientation , among of them greatest effect on the customer orientation is self-efficacy. Also one thing to note is the way of effect on service training to customer orientation, self-efficacy and work engagement verified mediated effect, especially about mediated effect has great effect on the job engagement. Operation of single model and single class may lead to strengthening the work specialty on crew work. Also LCC gives chance to promote crew to purser early compared with FSC due to operation of single model. Advanced research suggested that work engagement of the crew in LCC is higher than that of FSC, and this study shows that self-efficacy and job engagement in LCC crew are major factor of the process that impact on customer orientation. By this service training, which gives confidence about job and management skills ones stress management and recovering emotional exhaustion so that helps crew can proud of their work and with those result service training is essential for necessary systematic support to LCC and their crews. This study shows that great significance about arriving at an answer improve LCC service quality by receiving service training which gives keeping state of flow about their organization and as a tool of motivating service training result positive service action to their customers.