항공사 승무원으로써의 프라이드 형성에 영향을 끼치는 요인 고찰에 관한 연구 : 상위클래스 탑승객들과의 교감을 중심으로

초록

The purpose of this study is to analyze the factors influencing the pride of airline cabin crew members and their service behavior. For this study, a survey was conducted with the cabin crews of domestic airlines who have worked in the upper class. A total of 242 questionnaire surveys were conducted with the cabin crew for one month from July 1st to 30th, and 174 questionnaires were analyzed after excluding 68 unreliable responses. As a result, factors affecting the pride of the cabin crew appeared to be the social status of the passengers, such as good occupation, high income etc. Suitable behavior of the upper class passengers also had a significant impact on the cabin crew’s pride. However, the hypothesis that the upper class passengers’ appearance affects the cabin crew's pride was not supported. In addition, we found that social status and suitable behavior of the passengers that have a significant effect on cabin crew’s pride, also have a significant effect on the service behavior of the cabin crew. Based on the perception of the cabin crew in the theoretical dimension, this study analyzed the research results that the social status and appropriate behavior of the upper class passengers affects the pride of the cabin crew. Also this study is to provide basic data for effective personnel management which can increase cabin crew's job satisfaction and pride.

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