셀프리더십과 고객지향성의 관계에서 자기효능감의 매개효과: 항공사 객실승무원 중심으로
A Study on the Mediating Effect of Self-Efficacy in the Relationship between Self-leadership and Customer orientation: Focusing on Airline cabin crew
0
조회
0
다운로드
7
인용
0
참고문헌
키워드
초록
Purpose: The purpose of this study is to analyze the effect of self-leadership on the self-efficacy and customer orientation and to verify whether there is a mediating effect of self-efficay in the relationship between self-leadership and customer orientation. Methods: To verify these research problems, the subjects of this study distributed questionnaires to a total of 300 Korean cabin crew members working for domestic and foreign airlines and used 247 copies of the SPSS 20.0 program for analysis. Results: First, it can be seen that the self-leadership of airline cabin crew has a significant positive (+) effect on self-efficacy, indicating that self-leadership has a positive effect on the self-efficacy of the members of the organization. Second, it was found that self-efficacy had a positive (+) effect on the customer orientation of airline cabin crew, and it was analyzed that self-efficacy played a partial mediating role in the relationship between self-leadership and customer orientation. Third, it was found that self-leadership had a positive (+) effect on customer orientation, and it was proved that behavior-oriented strategy, constructive accident pattern, and natural compensation strategy, which are three sub-factors of self-leadership of cabin crew, have an influence on customer orientation. Conclusion: based on these findings, the theoretical and practical implications of this study and directions for future research were presented.
Abstract
Purpose: The purpose of this study is to analyze the effect of self-leadership on the self-efficacy and customer orientation and to verify whether there is a mediating effect of self-efficay in the relationship between self-leadership and customer orientation. Methods: To verify these research problems, the subjects of this study distributed questionnaires to a total of 300 Korean cabin crew members working for domestic and foreign airlines and used 247 copies of the SPSS 20.0 program for analysis. Results: First, it can be seen that the self-leadership of airline cabin crew has a significant positive (+) effect on self-efficacy, indicating that self-leadership has a positive effect on the self-efficacy of the members of the organization. Second, it was found that self-efficacy had a positive (+) effect on the customer orientation of airline cabin crew, and it was analyzed that self-efficacy played a partial mediating role in the relationship between self-leadership and customer orientation. Third, it was found that self-leadership had a positive (+) effect on customer orientation, and it was proved that behavior-oriented strategy, constructive accident pattern, and natural compensation strategy, which are three sub-factors of self-leadership of cabin crew, have an influence on customer orientation. Conclusion: based on these findings, the theoretical and practical implications of this study and directions for future research were presented.
참고문헌 (52)
- 안상윤, "항공서비스 전공 대학생의 셀프리더십과 자기효능감이 취업준비행동에 미치는 영향 연구: 자기효능감의 매개효과를 중심으로", 관광경영연구, 25(2), pp.279~303 (2021), 관광경영학회
- 안용기, "특급호텔 종사원의 셀프리더십이 고객지향성에 미치는 영향-조직시민행동의 매개효과를 중심으로-", 한국외식산업학회지, 17(3), pp.261~276 (2021), 한국외식산업학회[DOI]
- 백현, "여행사 종사원의 셀프리더십, 태도 및 고객지향성의 구조적 관계", 한국콘텐츠학회 논문지, 10(5), pp.398~406 (2010), 한국콘텐츠학회
- Bandura, A., "Social Learning Theory" (1977), Prentice-Hall
- Bandura, A, "Self-efficacy mechanism in human agency", America Psychologist, 37, pp.122~147 (1982)
- Bandura, A, "Goal Concepts in Personality and Social Psychology", pp.19~85 (1989), Erlbaum
- Baron, R., "The moderator-mediator variable distinction in social psychological research : conceptual, strategic, and statistical considerations", Journal of personality and social psychology, 51(6), pp.1173~1182 (1986)
- Brown, T. J., "The customer orientation of service workers : Personality trait effects on self-and supervisor performance ratings", Journal of Marketing Research, 39(1), pp.110~119 (2002)
- Chen, G., "Validation of a New General Self-Efficacy Scale", Organizational Research, Methods, 4(1), pp.62~83 (2001)
- 조철호, "고급 인력을 위한 취업정보사이트의 이미지와 만족이 관계품질과 충성의도에 미치는 영향", 품질경영학회지, 45(2), pp.275~292 (2017), 한국품질경영학회[DOI]
- 최동수, "항공 기내서비스 프로세스별 고객경험, 지각된 고객지향성, 고객만족 간의 구조적 영향 관계 연구", 고객만족경영연구, 23(1), pp.1~34 (2021), 한국고객만족경영학회[DOI]
- 김영태, "호텔종사원의 셀프리더십이 직무만족, 고객지향성에 미치는영향 관계 연구: 조직몰입의 조절효과를 중심으로", Culinary Science & Hospitality Research, 17(2), pp.182~197 (2011), (사)한국조리학회[DOI]
- Gregory E. Prussia, "Self-leadership and performance outcomes:the mediating influence of self-efficacy", Journal of Organizational Behavior, 19(5), pp.523~538 (1998)
- Gronroos, C, "Service management and marketing:Managing the moments of truth in service competition" (1990), Lexington books
- Hair, J. F., "Multivariate Data Analysis with reading" (1995), Prentice Hall
- 홍순남, "항공객실승무원의 셀프리더십이 안전보고인식에 미치는 영향; 상사신뢰 매개효과 검증", 관광연구, 33(8), pp.161~183 (2018), 대한관광경영학회
- Houghton, J. D., "The relationship between Self-Leadership and Personality : A Comparison of Hierarchical Factor Structures", Journal of Management Psychology, 19(4), pp.427~441 (2004)
- 진성현, "셀프리더십이 조직신뢰, 조직몰입 및 직무만족에 미치는 영향: 항공 객실승무원을 중심으로", 호텔관광연구, 22(3), pp.205~221 (2020), 한국호텔관광학회[DOI]
- 정인호, "셀프리더십과 직무태도의 관계에서 자기효능감의 매개효과에 관한 연구", 디지털융복합연구, 20(1), pp.55~69 (2022), 한국디지털정책학회[DOI]
- Jung, Taeyoun, "Effects of Job Stress on Organizational Effectiveness and Turnover Intent for Flight Attendants:The Comparative Study of Domestic Full Service Carrier, Domestic Low Cost Carrier, Foreign Airlines", PhD, pp.2015
- Kim, Geeyun, "A Research on the Factors Affecting Safety Behavior of the Cabin Crew: Integrated Model of Theory of Planned Behavior and Social Cognitive Theory", PhD, pp.2020
- 김희수, "항공사 객실승무원의 셀프리더십이 자기효능감과 직무성과에 미치는 영향 - FSC 항공사를 중심으로 -", 관광학연구, 40(9), pp.169~186 (2016), 한국관광학회[DOI]
- 김진영, "항공사 지상직 종사원의 갈등유형이 자기효능감 및 고객지향성에 미치는 영향", 지역산업연구, 44(1), pp.99~120 (2021), 산업경영연구소[DOI]
- 김수진, "호텔종사자의 셀프리더십이 고객지향성에 미치는 영향: 임파워먼트의 매개효과를 중심으로", 인문사회 21, 7(4), pp.741~758 (2016), 인문사회 21[DOI]
- 김성종, "지방공무원 셀프리더십이 고객지향성에 미치는 영향", 한국콘텐츠학회 논문지, 14(11), pp.713~721 (2014), 한국콘텐츠학회[DOI]
- Kotler, P, "Marketing Management" (2003), Prentice-Hall
- 이형룡, "항공사 객실승무원의 셀프리더십이 서비스 지향성에 미치는 영향 -자기효능감의 매개효과를 중심으로-", 한국항공경영학회지, 11(1), pp.3~26 (2013), 한국항공경영학회
- Lee, Jieun, "The Effect of Self-Leadership on Emotional intelligence and Customer oirenation: Focused on Flight Attendants", Master, pp.2015
- 이상미, "LCC 항공사 서비스 교육훈련이 승무원의 고객지향성에 미치는 영향: 자기효능감과 직무열의의 매개효과를 중심으로", 경영컨설팅연구, 17(4), pp.13~27 (2017), 한국경영컨설팅학회
- Lee, Seunghae, "The Effect of Self-Leadership on Self-Efficacy and Customer Orientation: Focusing on the Mediating Effect of Emotional Intelligence", Master, pp.2018
- Lee, Seungho, "The Effect of Flight Attendants’ Self-Leadership on Service Orientation: Focused on the Mediating Effect of Self-Efficacy", Master, pp.2011
- Manning, M. M., "Self-efficacy expectancies, outcome expectancies, and the persistence of pain control in childbirth", Journal of Personality and Social Psychology, 45, pp.421~431 (1983)
- Manz, C. C, "Self-Leadership : Toward and Expanded Theory of Self-Influence Processes in Organizations", Academy of Management Review, 11(1), pp.585~600 (1986)
- Manz, C. C, "Self-Leading Work Teams : Moving Beyond Self-Management Myths", Human Relations, 45(11), pp.1119~1140 (1992)
- Manz, C. C., "Mastering Self-Leadership" (1999), Prentice-Hall
- Manz, C. C., "New Super-Leadership : Leading Others to Lead Themselves" (2001), Berett-Koehler
- Manz, C. C., "Super leadership : Leading others to lead themselves" (1989), Prentice Hall
- 문종현, "셀프리더십과 고객지향적 행동 및직무소진 관계에서 사회적 기술의조절효과", 리더십연구, 7(1), pp.83~104 (2015), 리더십학회
- Neck, C. P., "The revised self-leadership questionnaire : Testing a hierarchical factor structure for self-leadership", Journal of Managerial Psychology, 17(8), pp.672~691 (2002)
- Neck, C. P., "The Decades of Self-Leadership Theory and Research : Past developments Present Trends and Future Possibilities", Journal of Managerial Psychology, 21(4), pp.270~295 (2006)
- 오정학, "카지노종사원의 임파워먼트, 셀프리더십과 몰입, 고객지향성 및 조직유효성의 구조적 관계: 다층구조방정식 모델을 이용한 인과효과 차이 검정", 외식경영연구, 13(4), pp.123~145 (2010), 한국외식경영학회
- Oh, Juyoun, "Self-Leadership of Cabin Crew Influencing Self-Efficacy and Job Satisfaction- based on the cabin crew of A airlines-", Master, pp.2016
- 박선우, "국내 저비용항공사 승무원의 용모규정완화가 승무원의 자아존중감과 직무몰입 및 고객지향성에 미치는 영향", 호텔관광연구, 22(4), pp.183~197 (2020), 한국호텔관광학회[DOI]
- 박수빈, "항공기 객실승무원의 셀프리더십 교수요목 요구분석", 기업교육과인재연구, 23(2), pp.49~72 (2021), 한국기업교육학회
- Pierce, C. L., "Shared Leadership : Cultivate Both Shared and Self-Leadership", Executive Excellence, 21(7) (2004)
- Saxe, R., "The SOCO scale : A measure of the Customer Orientation of Sales people", Journal of Marketing Research, 22, pp.343~351 (1982)
- 손은일, "셀프리더십이 서비스품질에 미치는 영향에 대한 상사신뢰의 매개효과 검증", 품질경영학회지, 39(2), pp.281~291 (2011), 한국품질경영학회
- 손정기, "A Study on the Effects of Authentic Leadership on Job Satisfaction and Organizational Citizenship Behavior: Focus on Military Organization Behavior", 품질경영학회지, 46(3), pp.569~592 (2018), 한국품질경영학회[DOI]
- Son, Minhee, "The Effects of Self-Leadership on Teamwork of Flight Attendants: Moderating effect of domestic airlines and foreign airlines", Master, pp.2013
- 성혜리, "항공사 객실승무원의 셀프리더십이 친사회적 서비스행동에 미치는 영향: 자아존중감의 매개효과와 코칭의 조절효과", 관광연구저널, 35(11), pp.207~226 (2021), 한국관광연구학회[DOI]
- Valarie A. Zeithaml, "The Behavioral Consequences of Service Quality", Journal of Marketing, 60(2), pp.31~46 (1996)
- 유정선, "조직역량에 대한 항공사 객실승무원의 인식이고객지향성에 미치는 영향 연구", 한국항공경영학회지, 15(5), pp.187~212 (2017), 한국항공경영학회