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고객 폭력과 항공객실승무원 정서노동 관계에서 행복 및 소진의 매개효과

Happiness and Burnout as Mediators in the Relationship betweenCustomer Violence and Flight Attendantʼs Emotional Labor

이은영|이동명|김보경
한국항공경영학회 (Aviation Management Society Of Korea)|2018.08|한국항공경영학회지 (Journal of the Aviation Management Society of Korea)|제16권 제4호|pp. 109-131|DOI 10.30529/amsok.2018.16.4.006

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참고문헌

키워드

Emotional Labor행복소진BurnoutFlight AttendantHappiness객실승무원정서노동고객 폭력Customer Violence
주제분류경영학

초록

고객과 마주하는 서비스 구성원은 다양한 유형의 고객과 상호작용하며, 그 과정에서 종종 고객 폭력에 노출되기도 한다. 서비스 직종 종사자가 증가하면서 고객 폭력이 점점 더 빈번하게 발생되고 있지만 상대적으로 고객 폭력에 대한 연구는 많이 이루어지지 않고 있다. 본 연구는 서비스 직종의 하나인 항공사 객실승무원을 대상으로 고객 폭력이 구성원 정서노동에 어떠한 영향을 미치는지 연구하였다. 또한 고객 폭력이 구성원 행복 및 소진을 통해 간접적으로 정서노동에 어떠한 영향을 미치는지를 분석하고자 하였다. 본 연구는 항공사 객실승무원 260명을 대상으로 2017년 11월부터 12월까지 약 한달 간 실시한 설문조사를 기반으로 진행되었다. 연구결과는 다음과 같다. 첫째, 고객 폭력은 구성원의 표면행동과 심화행동에 직접적인 영향을 미치지 않았다. 둘째, 고객 폭력은 구성원 행복을 매개로 심화행동에 부정(-)적 영향을 미치는 것으로 나타났다. 셋째, 고객 폭력은 구성원 소진을 매개로 표면행동에 정(+)적 영향을 미치는 것으로 나타났다. 넷째, 이상의 연구 결과를 바탕으로, 항공사 조직은 고객 폭력에 대한 구성원 보호 장치를 마련하거나, 심리적 부담을 해소할 수 있는 다양한 조처를 마련할 필요가 있다. 즉 고객 폭력에 대처하는 매뉴얼을 작성해 두거나, 상담을 중심으로 한 심리적 지원제도를 적극 모색할 필요가 있다.

Abstract

Service workers interact with the different types of customers and are often exposed to customer violence. As the number of people engaged in service sectors has increased, customer violence has become more frequent, but relatively little research on customer violence has been done. This study investigates how customer violence effects emotional labor among flight attendants as service workers. In addition, we tried to analyze the mediating effects of the happiness and burnout in the relationship between customer violence and flight attendant’s emotional labor. A survey of 260 flight attendants in A airlines was conducted from November 10 to December 15 of 2017. The results of this study are as follows. First, customer violence did not directly effect the emotional labor which is divided into surface acting and deep acting among flight attendants. Second, customer violence has a negative effect on deep acting, mediated by happiness of flight attendants. Third, customer violence has a positive effect on surface acting, mediated by burnout of flight attendants. Fourth, based on above results, management in A airlines should take measures such as making manuals and psychological consulting program, to protect flight attendants and to reduce psychological burden, from customer violence.

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