A Study of Incheon Airport Employees' Perception and Attribution on ASQ Service Performances focusing on Outsource Workers

ABSTRACT Perception of outsource workers among Incheon Int’l airport employees was reviewedabout the service performances of winning the ASQ awards in 11 consecutive years. 85% ofIncheon airport operating authority(Incheon International Airport Corp.) and its outsourcecompanies employees was composed of outsource workers. Thus, their thoughts mightrepresent the overall perception of airport operating authority employees. The perception onthe service performances of winning the ASQ awards was analyzed by researchers usingattribution theory model. It is useful to apply attribution modeling in order to analyze thecausal relationships among variables. Attribution is the process by which individuals explainthe causes of behavior and events. Attribution theory is the study of models to explain thoseprocesses. According to empirical analysis, it was found outsource workers attributed theexcellent service performance of Incheon airport to such an internal factor as servicecompetence. However it was also implied they attributed to such external factors as thepositive relationship and institutional support from airport and government authorities.KeyWords:ASQ(공항서비스평가), Attribution Theory(귀인이론), Airport Employee(공항상주직원), Outsource Worker(아웃소싱직원), and Service Competence(서비스 역량)