항공사 객실승무원의 정서노동이 소진에 미치는 영향에 관한 연구 -조직지원시스템의 조절효과-
The effect of emotional labor on burnout for the flight attendant
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In this study, the job attitude of flight attendants who were performing emotional labor, had been explored. The organizational support system had been analysed to test its effect as a moderator on burn-out. Emotional labor consisted in this study deep acting and surface acting. First, deep acting found negatively related with burn-out, negatively related with intention to leave. Second, surface acting positively related with burn-out. This study put organizational support systems as moderator. Organizational support systems has moderating effect on the relationship between deep acting and burn-out. but hasn't moderating effect on the between surface acting.
Abstract
In this study, the job attitude of flight attendants who were performing emotional labor, had been explored. The organizational support system had been analysed to test its effect as a moderator on burn-out. Emotional labor consisted in this study deep acting and surface acting. First, deep acting found negatively related with burn-out, negatively related with intention to leave. Second, surface acting positively related with burn-out. This study put organizational support systems as moderator. Organizational support systems has moderating effect on the relationship between deep acting and burn-out. but hasn't moderating effect on the between surface acting.