국내 항공사 객실승무원의 감정노동이 직무만족과 이직의도에 미치는 영향: 직무만족 매개효과를 중심으로

초록

The purpose of this study was to divide flight attendants’ emotional labor into surface acting, deep acting and genuine acting, and thereby, empirically analyze their emotional labor on their job satisfaction and turnover intention, and then, analyze the mediating effects of the job satisfaction on their emotional labor and turnover intention. For this purpose, a self-administrated survey was conducted. A total of 180 copies of the questionnaire were distributed and finally, a total of 155 respondents were used for the statistical analysis. The data collected were processed using SPSS 18.0 (PASW Statistic 18.0) and AMOS 21.0, while Bootstrapping was used to analyze the mediating effects of job satisfaction. As a result, it was found that the deep acting and genuine ones of the emotional labor had positive effects on the job satisfaction, and negative effects on turnover intention. On the other hand, flight attendants’ surface acting of the emotional labor had direct positive effects on their turnover intention, and deep and genuine actings had negative effects on the turnover intention via job satisfaction The suggestions of this study can be summed up as follows. First, flight attendants’ deep and genuine actings affect their job satisfaction positively, reducing their turnover intention, and thus, their deep and genuine actings should be managed appropriately and company-wide. Namely, in order to improve service quality, the airline companies are required to explore the ways to enhance their flight attendants’ deeping acting, while employing those who can behave in a true sense of the word. Secondly, as the flight attendants’ surface acting was found to have positive effects on their turnover intention, their surface acting behaviors needs to be managed effectively. However, since the flight attendants should interact much with the customers, it is deemed impossible to reduce their surface acting fundamentally. Hence, the airline companies are required to help them safe from their emotional burnout and relieve their job stress, and thereby, manage the side-effects of their surfae acting effectively.

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