항공사의 상향평가 시스템 도입에 따른 관리자의 행동변화가 직무몰입 및 업무성과에 미치는 영향: 객실승무원을 중심으로

초록

This study examines the effectiveness of an upward evaluation system introduced to improve the performance appraisal process for airline cabin crew. Traditionally, evaluations relied on top-down assessments by managers, often leading to inefficiencies as crew members prioritized gaining favor over job performance. To address this, K Airlines implemented an upward evaluation system in 2023, allowing crew members to assess their supervisors after each flight through a four-point scale survey and optional written feedback. Evaluations were structured by rank, with economy-class crew evaluating mid-level supervisors and senior-class crew assessing top-level managers. The study focused on the impact of managerial behavior on engagement and job performance. Results revealed that coaching support, customer orientation, organizational justice, and respect for diversity positively influenced job performance, mediated by work engagement. In particular, managerial coaching emerged as a key factor, as crew members often depend on real-world guidance beyond manuals. Clear customer service direction and proactive managerial support boosted crew confidence, while fair evaluations reduced distractions and enhanced focus. Moreover, respect for generational and cultural diversity, including the inclusion of foreign crew members, fostered stronger engagement and performance. These findings suggest that upward evaluation contributes to a more transparent, supportive, and performance-oriented organizational culture.

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