항공사 내 객실승무원의 직무사건이 정서적 반응과 직무태도에 미치는 영향에 관한 연구: 정서적 사건 반응 이론을 중심으로

초록

The purpose of this study is to employ the Affective Event Theory to suggest a new organizational model by testing the structural causality of Work events, affective reaction and attitude. The more specific purposes of the study are as follows: The specific purpose of the study is to devise preventive measures to prevent exclusion in the workplace in advance and to consider countermeasures against mental and emotional damage caused by exclusion. By applying the exclusion phenomenon in the workplace to the theory of emotional event response, we intend to analyze the detailed causal relationship between airline cabin crew's exclusion and relative deprivation in the workplace, organizational identity, emotional expression diversity, and emotional commitment. To this end, this study was conducted for about 8 weeks from January 7 to February 18, 2020, targeting 555 cabin crew members of large domestic airlines and low-cost domestic airlines. In terms of spatial scope, there is expected to be a difference between the emotional responses occurring in large domestic airlines and low-cost airlines and the emotional responses occurring in overseas airlines, so it was conducted mainly on domestic airlines. As for the content scope, the study was conducted based on a structured questionnaire by considering the existing previous studies. The questionnaire was limited to airline cabin crew members working for large domestic airlines and low-cost airlines. SPSS 24.0 and AMOS 21.0 were used as analysis tools. The analysis tools utilized for this study were SPSS 22.0 and AMOS 22.0. The results of the analysis can be summarized as follows: First, for the hypothesis HI, the impact of workplace ostracization (harassment, insult, and isolation) on relative deprivation was fully supported. Second, for hypothesis H2, the impact of relative deprivation (cognitive deprivation, emotional deprivation, and behavior intention) on organizational identities (sense of unity, person-job fit, and empathy) was partially supported. Third, for hypothesis H3, the impact of organizational identities (sense of unity, person-job fit, and empathy) on ambivalence was partially supported. Fourth, for hypothesis H4, the impact of ambivalence on emotional commitment was partially supported. Fifth, for hypothesis H5, the impact of workplace ostracization (harassment, insult, and isolation) on emotional commitment was fully supported. Sixth, for hypothesis H6, the impact of relative deprivation (cognitive deprivation, emotional deprivation, and behavior intention) on emotional commitment was fully supported. Seventh, for hypothesis H7, the impact of organizational identities (sense of unity, person-job fit, and empathy) on emotional commitment was fully supported. Based on the results of this study, the following academic contribution and the practical implication could be made. For academic contributions, affective event theory was used to analyze the relationships between workplace ostracization, relative deprivation, organizational identities, ambivalence, and emotional commitment and presented a new affective event model. For practical implications, this study will be used to identify and eliminate the prevailing workplace ostracization between the crew members within airlines and to present how the senior managers need to manage their employees.

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