불량승객행동에 대한 객실승무원의 고정관념이 적대감 및 강경대응에 미치는 영향

초록

As th number of aircraft users increases, the number of passengers causing disturbance is also increasing. Therefore, the behavior and proper response of the cabin crew is emphasized. The purpose of this study is to find out what kind of stereotype perceptions the cabin crew have about their passengers, and how this influences the cabin crew’s extent of hostility when they respond to passenger’s disruptive activities in flight. A survey was conducted with cabin crew members from both domestic and international areas, excluding nine unfaithful respondents, a total of 276 valid samples were analyzed for frequency, confirmatory factor analysis, correlation analysis, regression analysis, and construct validity analysis. As a result, stereotypes against unruly passenger behaviors have a direct effect on the extent of hostility of the cabin crew, and the hostility of the cabin crew was found to have a significant effect on the extent of strong response. Finally, stereotypes against unruly passenger behaviors have also been proved to have an effect on the strong response in the cabin. The academic significance of this study is that it extended the analysis to the influence of stereotypes on emotion and service attitudes of the cabin crews, and the influence of hostility and strong response in the cabin. Also, based on the results of this study, it is suggested that stereotypes should be eased by airlines’ training and education. Airlines should differentiate themselves from other airlines by enforcing strong response guidelines related to cabin crew members' stereotypes, and here lies the practical significance of this study.

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