코로나19 이후의 항공사 객실승무원의 인지된 직무요구가 번아웃에 미치는 영향
The Effect of Perceived Job Demands of Airline Cabin Crew on Burnout Post-COVID-19
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연구 목적: 본 연구는 코로나19 이후, 급변하는 항공산업의 대내･외적 상황에서 객실 승무원을 대상으로, 변화된 직무요구의 차원을 세분화하여 파악하고, 이후, 번아웃과의 영향관계를 밝혀, 항공산업의 변화하는 업무환경에 대해 논의하고자 한다. 연구 방법: 항공사에 재직 중인 182명의 현직 객실 승무원을 대상으로 연구가설을 검증하였고, 국적별 항공사에 따른 인지된 직무요구와 번아웃과의 영향관계 차이를 검증하였다. 연구 내용: 코로나19 이후의 항공사 객실 승무원의 인지된 직무요구에 따른 번아웃과의 영향관계를 검증하고, 항공사의 국적에 따른 차이를 통해, 항공산업의 변화하는 업무환경과 이에 따른 시사점을 제시하였다. 결론 및 제언: 본 연구 결과를 바탕으로, 코로나19 이후, 항공사 고객의 서비스 기대 변화에 대한 다양한 양상에 대한 연구도 중요한 산업적 시사점으로 도출할 수 있으리라 판단된다.
Abstract
This study, after COVID-19, subdivided and identified the dimension of changed job demands for cabin crew in the rapidly changing internal and external circumstances of the aviation industry, and then identified the impact relationship with burnout to determine the changes in the aviation industry. The research hypothesis was verified with 182 incumbent cabin crew members working for airlines, and the difference in the relationship between perceived job demands and burnout was verified. The impact relationship with burnout according to the perceived job demands of airline cabin crew after COVID-19 was verified, and the changing work environment of the aviation industry and its implications were presented through differences according to the nationality of airlines. Based on the results of this study, it is judged that a study on various aspects of changes in airline customers’ service expectations after COVID-19 will be able to derive important industrial implications.
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