The Impact of Strike Behavior on

Customer Satisfaction and

Transformation Intention in Aviation
Industry Employees

106 6


 Abstract

The purpose of this thesis the impact of striking behavior on customer

satisfaction and conversion intention of the aviation industry employees is
distributed at the Songshan International Airport and the data are obtained using
the structural equation to provide the civil aviation industry as a reference. There
are too many service quality related research on satisfaction, but the impact of the
negative events on the enterprise, especially the impact of strike behavior on the
consumer has not yet enough research, so this study will explore the aviation
industry employees strike behavior On customer satisfaction and conversion
intent.
In recent years, the awareness of employees, both at home and abroad, the
aviation industry employees strike behavior often have caused the huge impact of
airlines and passengers. On the issue of aviation strike to the staff in order to
achieve the interests of these areas in the majority, but the lack of strike will affect
the consumer purchase or conversion behavior.
If the employer is concerned only with his immediate interests and neglected
the remuneration of the workers, it will cause a rebound in labor. The most striking
act under the rally is "strike". The behavior of the labor strike in addition to the
employer more attention to the staff's dissatisfaction, but also because of the strike
led to increased production costs of stagnation. Labor collective strike behavior
will lead to public opinion, resulting in the community on both employers and
employees have a bad evaluation.

Keywords aviation industry strike, conversion intention, customer

satisfaction.