객실승무원의 표면 연기/내면 연기가 감정소진에 미치는 영향 : 승객, 동료, 가족 간의 관계를 중심으로

초록

The purpose of this study is to investigate the effect of surface acting and deep acting on emotional exhaustion, self-esteem, and enthusiasm of cabin crews engaged in airlines. In this study, unlike previous studies, the objects of surface acting and deep acting are extended to passengers, colleagues, and family members. A total of 300 questionnaires were distributed to married cabin crews working on domestic airlines from February 1, 2019 to April 30, 2019, and a total of 292 valid questionnaires were used for the survey analyses. The results of regression analysis showed that surface acting on passengers, colleagues, and family members exhausted the feelings of the cabin crew, while deep acting on passengers and colleagues did not have a significant effect on emotional exhaustion. In addition, deep acting for the family had a negative impact on emotional exhaustion. Emotional exhaustion did notsignificantly affect self-esteem, but it had a negative effect on enthusiasm for work. This study confirms that the cabin crew performing surface acting can feel negative emotions and have negative attitudes toward work. On the other hand, deep acting for the family members can prevent cabin crews’ emotional exhaustion and so, positively affect enthusiasm for the job. This research provides practical implications that work and family can be reconciled by maintaining sincerely positive relationships with them.

키워드