한·시베리아 간 운항 항공사의 승무원 리더십에 관한 연구
A Study on the Servant Leadership of Flight Crews on an Air Route between Korea and Siberia
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초록
본 연구는 사업 상황(운항노선)을 고려한 서번트 리더십의 적용가능성을 규명할 목적으로 국내항공사의 한국-시베리아 간 노선 승무원 직종을 대상으로 서번트 리더십이 하위직급 리더(사무장)에 대한 부하의 신뢰와 직무몰입에 미치는 영향을 분석하였다. 회귀분석의 결과, 리더 신뢰에 대해서는 청지기정신 요인이, 부하의 직무몰입에 대해서는 공동체형성 요인이 각각 영향력의 우위에 있는 것으로 밝혀졌다. 이러한 결과는, 부하들이 자발적으로 조직에 기여토록 자극하기 위해서는 돌봄과 코칭 등의 서비스를 제공하여 리더와 부하 간에 보다 수평적 관계를 조성해야 한다는 점을 시사한다. 서번트 리더와 함께 일하면서 섬김의 문화에 익숙해진 부하들은 동료끼리는 물론 고객에게도 섬김의 리더십을 보여줌으로써, 고객 서비스의 질을 제고한다. 이는 궁극적으로 동일한 한국-시베리아 노선에서 경쟁을 전개하고 있는 항공사 간의 고객만족과 고객충성도를 가져와서 시장점유율의 우위에 설 수 있는 조직의 강점으로 작용할 수 있다.
Abstract
This study analyzed the impact of servant leadership on the trust in a leader and job engagement of subordinates in case of air passenger transport services operating the route between Korea and Siberia. The purpose of studying the above-mentioned issue is building the stepping stone of the extended application of servant leadership from a specific route(Korea-Siberia) to general routes worldwide. The results of regression analysis showed that the stewardship factor of servant leadership exerts a greater influence on the ‘trust in a leader’ factor than the ‘community spirit’ factor of servant leadership. On the while the influence on the job engagement exhibits greater magnitude in the ‘community spirit’ factor rather than in the ‘stewardship’ factor. These results are derived from a survey of 100 cabin attendants of full service Korean air transportation carrier. In order to stimulate the voluntary contribution of subordinates to the organization, training services such as care and coaching should be provided to create a more horizontal relationship between leaders and subordinates. When the culture of serving subordinates is established within the organization, desirable behavior is encouraged and maintained through interaction between colleagues. The implications of this study are that corporate managers should bear in mind that their subordinates, who have become accustomed to ‘serving subordinates’ culture through working with the servant leader, will be able to improve the quality of customer services, thereby inducing passengers to switch from other airliners competing in the same Korea-Siberia route.
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