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항공사 객실승무원 조직에서 팀관리자의 감성지능이 팀유효성 및 조직유효성에 미치는 영향

The Effects of Flight Attendant Team Leader’s Emotional Intelligence on Team Effectiveness and Organizational Effectiveness

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한국항공경영학회 (Aviation Management Society Of Korea)|2014.10|한국항공경영학회지 (Journal of the Aviation Management Society of Korea)|제12권 제5호|pp. 97-117

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참고문헌

키워드

감성지능조직유효성Emotional IntelligenceTeam EffectivenessOrganizational EffectivenessFlight Attendants객실승무원팀유효성
주제분류경영학

초록

본 연구의 목적은 항공사 객실승무원을 대상으로 팀구성원이 지각한 팀관리자(팀장, 부팀장)의 감성지능이 팀유효성과 조직유효성에 미치는 영향관계를 분석하는 것이다. 본 논문에서는 팀관리자의 감성지능을 단일변수로, 팀유효성은 팀만족과 팀성과로, 조직유효성은 조직몰입과 조직시민행동으로 설정하였다. 연구자료는 팀제를 운영하고 있는 K항공사 35개 팀, 248명의 객실승무원에게 설문지를 통하여 수집하였으며, 분석은 SPSS 및 AMOS를 이용하였다. 본 연구의 결과는 다음과 같다. 첫째, 팀장의 감성지능은 부팀장의 감성지능에 정(+)의 영향을 주는 것으로 나타났다. 둘째, 팀관리자의 감성지능은 팀만족을 통하여 팀성과 및 조직시민행동에 긍정적인 영향을 주는 것으로 나타났다. 셋째, 팀원들의 조직몰입은 부팀장의 감성지능에 의해서만 유의미한 영향을 받는 것으로 나타났으며, 팀만족과조직몰입은 조직시민행동의 선행요인이 되는 것으로 증명되었다. 넷째, 팀만족은 조직몰입에 유의한영향을 미치는 것으로 나타났다. 다섯째, 조직유효성인 조직몰입과 조직시민행동은 팀성과에 전혀 영향을 주지 못하는 것으로 나타났다. 종합하면 팀장의 감성지능은 직․간접적 효과 모두를 고려할 때팀유효성에, 부팀장의 감성지능은 조직유효성에 보다 큰 영향력을 미치고 있었다. 이러한 연구결과는팀제에 있어서 팀장의 감성지능과 더불어 중간관리자의 감성지능의 중요성에 대한 연구의 기틀을 마련했다는 점에서 의미가 크다고 할 수 있다.

Abstract

Having flight attendants as research subjects, the purpose of this paper is to analyze the effect of teamleader(including assistant manager)’s emotional intelligence on both team and organizational effectiveness. During the research, the emotional intelligence of team leader is set as a single variable. Organizationaleffectiveness is represented by organizational citizenship behavior and commitment. Team effectiveness isequated with team’s satisfaction and efficiency. The research data are obtained through a survey targetedfor 248 flight attendants of an airline company with well-established team system. The analysis is carriedout using SPSS and AMOS. The results of the research are as follow: team manager’s emotionalintelligence has a positive influence on that of assistant manager. Through team satisfaction, manager’semotional intelligence has a favorable effect on team performance and organizational citizenship behaviors. Team members’ organizational commitment is only affected by the emotional intelligence of assistantmanager. Team satisfaction and organizational commitment are found to be the precedence factors oforganizational citizenship behaviors. Team satisfaction has a positive influence on organizational commitment. Organizational citizenship behaviors and commitment (both belong to organizational effectiveness) had anegligible effect on team performance. Considering both direct and indirect effects, the emotional intelligenceof team leader wields a significant influence on team effectiveness whereas that of assistant manager affectsorganizational effectiveness. Not only such results highlight the importance of manager and assistantmanager’s emotional intelligence in workplace but they also serve as a stepping-stone for further researchon the matter.

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