항공사 객실승무원 성격, 감정노동, 조직시민행동에 대한 연구

초록

As the service industry grows, aviation companies are trying to achieve higher customer satisfaction for better business results in a variety of ways. The domestic airlines have particularly managed the attitudes of the cabin crews through the upward standardized customer response manual because the airline cabin crews are important human assets of the airline, and the cabin crews have performed intensive emotional labor. Emotional labor is influenced by personality factors. Meanwhile, the national aviation industry has become competitive due to an increase of low cost carriers. Organizational citizenship behavior attracts attention as an element for promoting the organizational effectiveness in this industrial environment. Therefore, this study aims to analyze the effect of personality factors to emotional labor and the effect of emotional labor to organizational citizenship behavior. Surveys targeting the domestic airline’s cabin crews were conducted utilizing a research model from previous studies (personality factors, extroversion, conscientiousness, openness, neuroticism, emotional labor, surface acting, deep acting, organizational citizenship behavior). A total of 302 surveys were used for the data analysis. Results of using multiple regression analysis, extraversion, conscientiousness, openness had a significantly positive influence on deep acting and conscientiousness and neuroticism had a significantly positive influence on surface acting. Both deep acting and surface acting had a significantly positive influence on organizational citizenship behavior. In addition, deep acting had mediating effects between extroversion, conscientiousness, openness and organizational citizenship behavior and surface acting had a mediating effect between conscientiousness and organizational citizenship behavior. Based on these findings, theoretical and managerial contributions were discussed. 접어두기

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