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직장 무례함이 항공사 승무원의 역할 행동에 미치는 영향: 직무소진의 매개효과와 인정의 조절된 매개효과를 중심으로

The effect of workplace incivility on cabin crew’s role behavior: Focusing on the mediating effects of job burnout and moderated mediating effects of recognition

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키워드

주제분류경영학

초록

본 연구는 다양한 원천으로부터 발생하는 직장 무례함이 항공사 승무원의 직무소진과 역할 행동에 부정적인 영향을 미칠 것이라 가정하고 연구를 설계하였다. 또한 직장 무례함이 직무소진을 매개하여 역할 행동에 미치는 부정적인 효과를 완화해줄 기제로 인정의 역할을 함께 살펴보았다. 분석 결과, 직장 무례함의 원천 중 고객 무례 함과 동료 무례함이 직무소진에 정(+)적인 영향을 미치는 것으로 나타났으며 직무소진은 역할 외 행동에 부(-)적 인 영향을 미치는 것으로 나타났다. 또한, 직무소진의 매개효과는 고객 무례함과 역할 외 행동 간의 관계와 동료 무례함과 역할 외 행동에서 유의하게 나타났다. 마지막으로 고객 무례함과 동료 무례함이 직무소진을 매개하여 역할 외 행동에 미치는 효과가 인정에 의해 조절되는 것으로 나타났다. 본 연구의 결과는 기존 직장 무례함 연 구 영역의 확장 및 기업 현장에 새로운 인적자원 관리를 위한 시사점을 제공하였다는데 의의가 있다.

Abstract

This study designed the study assuming that workplace incivility arising from various sources would have a negative effect on the job burnout and role behaviors of airline cabin crews. In addition, We also examined the role of recognition as a mechanism to alleviate the negative effects of job burnout between workplace incivility and role behavior. As a result of the analysis, among the sources of workplace incivility, customer incivility and coworker incivility were found to have a positive (+) effect on job burnout, while job burnout was found to have a negative (-) effect on extra-role behavior. Additionally, the mediating effect of job burnout was significant in the relationship between customer incivility and extra-role behavior and in the relationship between coworker incivility and extra-role behavior. Finally, the mediating effect of job burnout in the relationship between customer incivility and coworker incivility was found to be moderated by recognition. The results of this study are significant in that they provide implications for expanding the existingfield of workplace incivility and providing new implications to the corporate field.

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