항공사 승무원의 비행 중 피로도 상승요인이 심리적 서비스 장애요인에 미치는 영향에 관한 연구

초록

The purpose of this study is to empirically identify the relationship among flight fatigue rising factors, flight stress, self-doubt, and psychological service obstacles in the case of airline cabin crews with very high fatigue levels. Therefore, this study would empirically explain the impact on psychological service obstacles, thereby understanding the job environment of cabin crews and providing information to improve service disability factors. At this time, flight fatigue factors included route factors, physical factors, human factors, and unexpected factors, and psychological service obstacle factors included emotional dissonance and learned helplessness, and the parameters included flight stress and self-doubt. The survey was conducted on domestic airline cabin crews from November 2019 to April 2020, and 400 copies of the questionnaire were distributed through social networking service media. The collected data were analyzed by technical statistics, factor analysis, reliability analysis (Cronbach"s ⍺ coefficient), and structural equation analysis. The statistical analysis for hypothesis testing found that flight fatigue, which is a major variable, was not only strongly related with the relationship between flight stress and psychological service disability factors, but also with the relationship between flight stress and the mediating effects of self-doubt factors. As a result of the analysis, the relationship between them was determined to be statistically positive.

키워드