Abstract
The purpose of this study is to investigate the effect of the emotional service cues of customer service on international airplane cabin service. The sample group consisted of users who had experience of boarding an international flight within 6 months, and 292 questionnaires were used for empirical analysis. As a sub - factor of the emotional symbolic clues of international airplane cabin service, intimacy, homogeneity, the same language, and life sentiment were shown. Affirmation, homogeneity, and life sentiment affect customer satisfaction. However, the same language did not have a significant effect on customer satisfaction. Also, empirical analysis shows that customer satisfaction has a high effect on reuse intention. Through these researches, we can confirm the influence of the emotional clues formed naturally from the group on the customer service response. The results of this study will help to establish concrete strategies for establishing marketing strategies for international airline.
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