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조직 내 사회적 교환관계와 역할내․외 안전행동 간의 관계와 심리적 안전감의 매개역할 연구: 항공사 승무원을 중심으로

The Mediating Effect of Psychological Safety in the Relationship between Social Exchange Relationship in Organizations and In-Role·Extra-Role Safety Behavior: Focused on Flight Attendants

김학수|서동희
한국항공경영학회 (Aviation Management Society Of Korea)|2024.02|한국항공경영학회지 (Journal of the Aviation Management Society of Korea)|제22권 제1호|pp. 119-150|DOI 10.30529/amsok.2024.22.1.006

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키워드

매개효과Mediating Effect사회교환이론Social Exchange TheoryFlight AttendantsPsychological Safety심리적 안전감항공사 승무원조직 내 사회적 교환관계역할내 안전행동역할외 안전행동Social Exchange Relationship in OrganizationsIn-Role Safety BehaviorExtra-Role Safety Behavior
주제분류경영학

초록

본 연구의 목적은 항공사 승무원을 대상으로 LMX, TMX와 역할내․외 안전행동 간의 관계에서 심리적 안전감의 매개역할을 규명하는 것이다. 승객이 비행 중인 항공기의 출입문을 개방하거나 개방하려는 시도가 발생하면서 항공사의 안전관리가 주목을 받고 있는데 승무원은 기내안전을 책임지는 핵심적인 역할을 하므로 승무원의 안전행동은 중요하다고 볼 수 있다. 승무원의 안전행동을 촉진시킬 수 있는 업무 분위기를 조성할 필요가 있는데, 승무원이 업무환경에 대한 인식으로서 자신이 어떠한 발언 등을 하더라도 자신에게 큰 위해가 되지 않는다는 믿음인 심리적 안전감에 주목할 필요가 있다. 그리고 승무원은 같이 근무하는 상사, 동료와 좋은 관계가 형성되어야 의사소통을 활발하게 할 수 있는 심리적 안전감이 촉진될 수 있다. 조직 내 사회적 교환관계인 LMX(Leader-Member Exchange)와 TMX (Team-Member Exchange)에 관심을 두었는데, LMX는 상사와 부하직원 간의 장기적인 상호호혜적 규범, 정서적 관심․인정 등의 수직적인 교환관계를 의미하며, TMX는 팀원과 팀의 다른 구성원 간에 업무와 관련된 정보, 도움 등을 제공하는 수평적 교환관계를 의미한다. 이러한 논리를 정리하여 LMX, TMX와 역할내․외 안전행동 간의 관계에서 심리적 안전감은 매개역할을 할 것으로 보았다. 직접 방문, 이메일 등의 방식으로 항공사 승무원 304명 자료를 수집하였고 그 결과는 다음과 같다. 첫째, 심리적 안전감은 역할내․외 안전행동에 정적인 영향이 나타났다. 둘째, LMX, TMX는 심리적 안전감에 정적인 영향이 나타났다. 셋째, LMX, TMX와 역할내․외 안전행동 간의 관계에서 심리적 안전감의 매개역할을 하는 것으로 나타났는데 LMX는 심리적 안전감을 통해서만 역할내․외 안전행동을 향상시키는 완전 매개효과가 나타났고, TMX는 역할내․외 안전행동의 직접적인 효과와 더불어 TMX가 심리적 안전감을 거쳐 역할내․외 안전행동을 향상시키는 부분 매개효과가 나타났다. 본 연구의 시사점으로 승무원의 역할내․외 안전행동의 중요성을 제시하고, 조직 내 사회적 교환관계인 LMX, TMX와 역할내․외 안전행동 간의 관계에서 대인관계적인 측면을 강조하는 심리적 안전감의 매개역할을 규명하면서 승무원의 안전행동에 대한 학문적 외연을 확장시켰다. 또한, 항공사의 경영진과 리더에게 승무원의 역할내․외 안전행동을 촉진시키는 실무적 관리방안을 제시하였다는 데 의의가 있다.

Abstract

The purpose of this study is to investigate the mediating role of psychological safety in the relationship between LMX, TMX, and in-role and extra-role safety behavior among airline flight attendants. The safety management of airlines has gained attention particularly in these days due to incidents involving passengers attempting to open or opening exit doors during flights. Considering that flight attendants are responsible for the core aspect of in-flight safety, their safety behaviors can be deemed highly significant. It is essential to create a work atmosphere that fosters the promotion of flight attendants safety behaviors. The psychological safety is the belief that no matter what comments or actions they make, it will not lead to significant harm to themselves, as part of their perception of the work environment. In addition, flight attendants can foster a sense of psychological safety, conducive to active communication, by cultivating positive relationships with supervisors and colleagues with whom they work closely. The focus of this study lies on the organizational social exchange relationships, particularly Leader-Member Exchange (LMX) and Team-Member Exchange (TMX). LMX denotes a vertical exchange relationship characterized by long-term mutually beneficial norms, emotional support, and recognition between supervisors and subordinates. On the other hand, TMX signifies a horizontal exchange relationship within a team, involving the provision of task-related information and assistance among team members. By summarizing this logic, it was assumed that psychological safety would play a mediating role in the relationship between LMX, TMX, and in-role and extra-role safety behavior. Data from 304 airline flight attendants were collected using methods such as in-person visits and emails, and the results are as follows. Firstly, psychological safety had a positive effect on in-role and extra-role safety behavior. Secondly, LMX and TMX had a positive effect on psychological safety. Third, psychological safety was found to play a mediating role in the relationship between social exchange relationships, LMX and TMX, and in-role and extra-role safety behavior. Specifically, LMX showed a complete mediating effect on in-role and extra-role safety behavior only through psychological safety enhancement, while TMX played both direct effects on in-role and extra-role safety behavior and a partial mediating effect through psychological safety. As implications of this study, it highlights the significance of flight attendants’ in-role and extra-role safety behaviors. Moreover, by elucidating the mediating role of psychological safety, which emphasizes interpersonal aspects in the relationship between LMX, TMX, and in-role and extra-role safety behavior, the study expands the scholarly understanding of flight attendants’ safety behaviors. Furthermore, it is significant in that practical management strategies were proposed to encourage flight attendants’ in-role and extra-role safety behavior to the airline’s leaders and management.

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