항공사 승무원 조직 내 비인격적 감독의 원인 및 결과에 관한 연구

초록

The purpose of this study is to investigate the leading and lagging variables of abusive supervision of cabin crews engaged in airlines. The objective of this study is to provide basic data to contribute to customer service quality and customer satisfaction in the aviation service industry by improving the job satisfaction and mental health of the cabin crew working in limited space and time. A total of 250 questionnaire surveys were conducted with cabin crew members (excluding interns) who worked for domestic airlines for more than two years. A total of 241 valid questionnaires were analyzed using the SPSS Statistics, Amos 21.0 program, excluding nine unreliable responses. As a result of the analysis, sleeping, dissimilarity, work fatigue factor, and individual factor had a significant effect on abusive supervision, but lack of work ability and extraordinary character did not have a significant effect on abusive supervision. In addition, mental health and job satisfaction as a lagging variable of abusive supervision had a significant effect on abusive supervision. The hypothesis for agreeableness as a controlling variable of abusive supervision was not supported but the hypothesis for neuroticism was supported. Therefore, this study analyzes the leading variables and lagging variables that induce abusive supervision of domestic airline cabin crew, and provides practical implications for the development of specific occupational environment and programs to reduce emotional laborers" physical fatigue and mental stress.

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