멘토링제도가 항공사 신입 객실승무원의 직업이미지 기대불일치와 이직의도에 미치는 영향

초록

The aviation industry is a representative service industry highly dependent on human resources. As the number of air travelers and national flag carriers increases, each airline is putting great effort and expense into hiring and training cabin crews to ensure a competitive advantage. However, the turnover rate of cabin crews is higher than that of other occupational groups. One of the biggest reasons is the difference between what new employees expected before and what they felt after joining the company. Therefore, the airline is operating a mentoring system to prevent these members from leaving. This study examined whether the mentoring system has a significant effect on the expectation disconfirmation of job image, and identified the relationship of the effect of such an expectation disconfirmation on the turnover intention. In addition, this study also looked into whether the mentor"s competency as a moderating variable has a significant effect on the functioning of the mentoring system and the expectation disconfirmation of job image. The questionnaires were distributed from July 1st to September 30th, 2019 to intern cabin crew members with less than two years" flight history with domestic K airlines, and a total of 202 valid responses were analyzed. The analysis results are as follows. First, the career development function and role modeling function of the mentoring system were found to reduce the expectation disconfirmation of job image. Second, wisdom and sensitivity of the mentor’s competency had a significant moderating effect on the function of the mentoring system and expectation disconfirmation of job image. Lastly, if the expectation disconfirmation of job image decreases, the turnover intention also decreases. This study highlights the importance of the mentoring system in terms of human resources management for airlines and suggests that organizational improvement and support measures are needed for the insufficient parts of the current system.

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