지속가능한 항공관광산업을 위한 객실승무원의 에어스케이프(Airscape),서비스 지향성, 직무 만족, 고객 지향성 간 관계 연구: 에어스케이프의 사회적 영역, 물리적 편의 영역, 물리적 안전 영역을 중심으로

초록

The purpose of this study is as follows. First, it aimed to systematize the components of the airscape in an integrative way and complement the limitations of the concept of airscape that have focused only on the physical environment, eventually to reestablish the concept of airscape. Second, it aimed to analyze the relationship between service orientation, job satisfaction, and customer orientation toward the airscape from the viewpoint of the cabin crew. In the theoretical review, definitions of major concepts were suggested, and a research hypothesis to verify the influential relations between the related variables was established. As for the method of this study, a survey was conducted in which a total of 296 valid questionnaires collected from domestic and overseas cabin crew members were analyzed. The results of analysis of the collected data are as follows. First, it was found that airscape was an antecedent influencing service orientation. Second, it was shown that service orientation had a positive impact on job satisfaction and customer orientation, while job satisfaction had an impact on customer orientation. Based upon these results, a management strategy plan of airscape for efficient human resources management and effective working environment in airline organizations was suggested, and the theoretical and practical implications were discussed.

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