항공사 승무원의 내재적 · 외재적 직업선택 동기가 조직애착 및 고객지향성에 미치는 영향

초록

The purpose of this empirical study was to examine airline flight attendants’ motives of job selection, their organizational attachment and customer orientation. This study analyzed the effects of flight attendants’ intrinsic job selection motives and extrinsic job selection motives on their organizational attachment and customer orientation and further, tested the casual relation between their organization attachment and customer orientation. This study also analyzed the differences of the relationship between their job selection motives and organizational attachment depending on their college majors and application frequency. The sample of the analysis consisted of cabin crew to which a survey was conducted from July to October, 2019. A total of 202 copies of questionnaires were collected and used for the analysis. The data was processed using SPSS 21.0 and AMOS 21.0. Aptitude, welfare, experience of overseas work, and external recognition would conduce to improvement of subjects’ customer orientation via organizational attachment. In contrast, sub-variables of the internal motives such as self-realization and sub-variables of the external motives such as experience of overseas work would conduce directly to subjects’ customer orientation. However, regarding the relationship between subjects’ job selection motives and organizational attachment depending on the major and frequency of application, it was found that subjects with majors related to airline business had a more positive relationship with aptitude than others. Accordingly, the airline companies should be more concerned with flight attendants’ organizational attachment and be armed with more effective human resource strategies, managing their human resources more effectively.

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