항공사 승무원이 지각하는 고객불량행동과 직무소진, 조직시민행동의 구조적 관계: 조직후원인식의 조절효과를 중심으로
The Structural Relationships among Perceived Customer Dysfunctional Behavior, Job Burnout and Organizational Citizenship Behavior in Airline Flight Attendants: Focusing on the moderating effect of Perceived Organizational Support
0
조회
0
다운로드
16
인용
0
참고문헌
초록
This study conducted a questionnaire survey of airline flight attendants. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about three months from August 2018 to October 2018. 272 questionnaire copies were used for data analysis. As a result of testing hypotheses, first, it was found that customer dysfunctional behavior perceived by airline flight attendants had significant positive (+) effects on their job burnout, implying that the higher the perceived customer dysfunctional behavior, the higher the burnout. Second, it was found that airline flight attendants’ job burnout had significant negative (-) effects on their organizational citizenship behavior. Lastly, it was found that the effects of customer dysfunctional behavior on job burnout varied according to the degrees of perceived organizational support, and thus the moderating effect of perceived organizational support was confirmed. This study carries significant theoretical implications in that it identified the moderating effect by using as a moderator variable the perceived organizational support, which is a variable that had scarcely been dealt with by the existing studies on airline flight attendants in connection with the relationship between customer dysfunctional behavior and job burnout.
Abstract
This study conducted a questionnaire survey of airline flight attendants. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about three months from August 2018 to October 2018. 272 questionnaire copies were used for data analysis. As a result of testing hypotheses, first, it was found that customer dysfunctional behavior perceived by airline flight attendants had significant positive (+) effects on their job burnout, implying that the higher the perceived customer dysfunctional behavior, the higher the burnout. Second, it was found that airline flight attendants’ job burnout had significant negative (-) effects on their organizational citizenship behavior. Lastly, it was found that the effects of customer dysfunctional behavior on job burnout varied according to the degrees of perceived organizational support, and thus the moderating effect of perceived organizational support was confirmed. This study carries significant theoretical implications in that it identified the moderating effect by using as a moderator variable the perceived organizational support, which is a variable that had scarcely been dealt with by the existing studies on airline flight attendants in connection with the relationship between customer dysfunctional behavior and job burnout.
참고문헌 (54)
- 고선희, "항공사 승무원의 역할스트레스가 직장 - 가정갈등에 미치는 영향 - 사회적지원의 조절효과 -", 관광연구, 31(1), pp.1~18 (2016), 대한관광경영학회
- 고환상, "변혁적 리더십, 조직후원인식, 성취욕구가 조직몰입에 미치는 영향: 셀프리더십을 중심으로", 대한경영학회지, 25(1), pp.435~459 (2012), 대한경영학회
- 김경희, "호텔 종사원의 직무스트레스가 직장-가정갈등과 소진 및 고객지향성에 미치는 영향", 호텔리조트연구, 14(2), pp.21~41 (2015), 한국호텔리조트학회
- 김계수, "AMOS구조방정식 모형분석" (2008), SPSS아카데미
- 김기성, "항공사 승무원의 커뮤니케이션 만족이 직무열의와 소진 그리고 조직시민행동에 미치는 영향", 호텔관광연구, 18(5), pp.373~389 (2016), 한국호텔관광학회
- 김기성, "호텔종사원이 지각하는 고객불량행동과 직무열의, 고객지향성의 구조적 관계: 자기통제력의 조절효과를 중심으로", 관광경영연구, 22(2), pp.1~23 (2018), 관광경영학회[DOI]
- 김기성, "호텔종사원의 심리적 자본과 직무만족, 조직몰입간의 구조적 관계: 조직후원인식의 조절효과를 중심으로", 관광경영연구, 20(6), pp.1~27 (2016), 관광경영학회
- 김유경, "항공사 객실승무원의 직무열의, 직무소진, 그리고 정서적 조직몰입과의 관계에서 정서조절능력의 조절효과", 외식경영연구, 18(6), pp.277~300 (2015), 한국외식경영학회
- 김은혜, "블랙컨슈머의 고객불량행동이 호텔종사원의 직무소진과 고객지향성에 미치는 영향 연구", 관광경영연구, 20(4), pp.43~67 (2016), 관광경영학회
- 김정우, "호텔기업의 윤리경영이 종사원의 직업윤리 및 조직시민행동에 미치는 영향: 서울 시내 특급 호텔 조리사를 중심으로", 호텔관광연구, 18(6), pp.241~264 (2016), 한국호텔관광학회
- 김지영, "종업원의 스트레스로서 고객불량행동이 종업원의 고객불만보고의향에 미치는 영향", 서비스경영학회지, 17(2), pp.229~251 (2016), 한국서비스경영학회[DOI]
- 김지영, "고객불량행동이 서비스 접점 종업원의 직무자원과 직무몰입에 미치는 영향", 서비스경영학회지, 18(1), pp.89~109 (2017), 한국서비스경영학회[DOI]
- 문상정, "관광기업 종사원이 지각하는 칭찬의 효과 : 칭찬 측정척도 개발을 중심으로", 박사, 관광경영, pp.2009
- 문상정, "호텔 종사원의 체면민감성과 직무만족, 조직시민행동의 구조적 관계: 조직후원인식의 조절효과를 중심으로", 관광경영연구, 21(6), pp.361~385 (2017), 관광경영학회
- 문상정, "호텔 종사원이 지각하는 고객불량행동과 직무만족, 고객지향성의 구조적 관계: 성취욕구의 조절효과를 중심으로", 관광경영연구, 22(3), pp.207~232 (2018), 관광경영학회[DOI]
- 서동희, "항공사 객실승무원의 직무소진과 서비스 지향적 OCB 간의 관계에서 진성리더십의 조절역할 연구", 한국항공경영학회지, 16(1), pp.65~90 (2018), 한국항공경영학회[DOI]
- 이상택, "복합공정 설계부서원의 과업갈등과 관계갈등이 직무소진에 미치는 영향: 성취동기의 조절효과", 한국심리학회지: 산업 및 조직, 29(2), pp.233~255 (2016), 한국산업및조직심리학회[DOI]
- 장용선, "개인-조직 가치 일치와 조직 기반 자존감이 조직시민행동에 미치는 영향 - 조직동일시의 매개효과를 중심으로 -", 인적자원관리연구, 22(2), pp.1~21 (2015), 한국인적자원관리학회[DOI]
- 하정남, "호텔 종사원이 지각하는 고객불량행동과 분노사고 및 소진의관계에서 감성지능의 조절효과", 관광연구, 31(6), pp.101~131 (2016), 대한관광경영학회[DOI]
- Anderson, J. C., "Structural Equation Modeling in Practice : A Review and Recommended Two-Step Approach", Psychological Bulletin, 103(3), pp.411~423 (1988)
- Bagozzi, R. P., "On the Evaluation of Structural Equation Models", Journal of the Academy of Marketing Science, 16(2), pp.74~94 (1988)
- Bakker, A. B., "Job resource boost work engagement, particularly when job demands are high", Journal of Educational Psychology, 99(2), pp.274~284 (2007)
- Bitner, M. J., "Critical Service Encounters: The Employee’s Viewpoint", Journal of Marketing, 58, pp.95~106 (1994)
- Blau, P. M, "Exchange and Power in Social Life" (1964), John Wiley and Sons
- Demerouti, E., "The Job demands-resources model of burnout", Journal of Applied Psychology, 86(3), pp.499~512 (2001)
- Eisenberger, R., "Perceived organizational support", Journal of Applied Psychology, 71(3), pp.500~507 (1986)
- Fornell, C., "Evaluating structural models with unobservable variables and measurement error", Journal of Marketing Research, 18, pp.39~50 (1981)
- Freudenberger, H. J, "Staff Burn-out", Journal of Social Issues, 30(1), pp.159~165 (1974)
- Fullerton, R. A., "Repercussions of promoting an ideology of consumption: customer misbehavior", Journal of Business Research, 57(11), pp.1239~1249 (2004)
- Gorgievski, M. J., "Handbook of stress and burnout in health care", pp.7~22 (2008)
- Grandey, A. A., "The customer in not always right: Customer aggression and emotion regulation of service employee", Journal of Organizational Behavior, 25(3), pp.397~418 (2004)
- Harris, L. C., "The consequences of dysfunctional customer behavior", Journal of Service Research, 6(2), pp.144~161 (2003)
- Hunter, L. W., "Feeling the heat: Effects of stress, commitment, and job experience on job performance", Academy of Management Journal, 50, pp.953~968 (2007)
- Jawahar, I. M., "Role conflict and burnout: The direct and moderating effects of political skill and perceived organizational support on burnout dimensions", International Journal of Stress Management, 14(2), pp.142~159 (2007)
- Karatepe, O, M., "Outcomes of customer verbal aggression among hotel employee", International Journal of Contemporary Hospitality Management, 21(6), pp.713~733 (2009)
- Lovelock, C. H, "Product Plus: How Product+Service=Competitive Advantage" (1994), McGraw-Hill
- Maslach, C, "Job Stress and Burnout" (1982), Sage
- Maslach, C., "The measurement of experienced burnout", Journal of Organizational Behavior, 2(2), pp.99~113 (1981)
- Maslach, C., "The Oxford Handbook of Organizational Wellbeing" (2008), Oxford University Press
- Maslach, C., "Job burnout", Annual Review of Psychology, 52(1), pp.397~422 (2001)
- Organ, D. W, "Organizational citizenship behaviour: The good soldier syndrome" (1988), Heath
- Organ, D. W, "Research in Organizational Behavior(12)", pp.43~72 (1990), JAI Press
- Porath, C. L., "The cost of bad behavior", Organizational Dynamics, 39, pp.64~71 (2010)
- Reynolds, K. L., "Deviant customer behavior: An exploration of frontline employee tactics", Journal of Marketing theory and practice, 14(2), pp.95~111 (2006)
- Riggle, R. J., "A meta-analysis of the relationship between perceived organizational support and job outcome: 20 years of research", Journal of Business Research, 62(10), pp.1027~1030 (2009)
- Robinson, S. P., "Organizational Behavior" (2007), Prentice Hall
- Salanova, M., "Self-efficacy specificity and burnout among information technology workers: An extension of the job-demand-control model", European Journal of Work and Organizational Psychology, 11(1), pp.1~25 (2002)
- Schaufeli, W. B., "How changes in job demands and resources predict burnout, work engagement, and sickness absenteeism", Journal of Organizational Behavior: The International Journal of Industrial, 30(7), pp.893~917 (2009)
- Shore, L. M., "Organizational politics, justice, and support: Managing the social climate of the workplace", pp.149~164 (1995), Quorum
- Swider, B. W., "Born to Burnout: A Meta-Analytic Path Model of Personality, Job Burnout, and Work Outcomes", Journal of Vocational Behavior, 73(3), pp.487~506 (2010)
- Van Dyne, L., "Organizational citizenship behavior: Construct redefinition, measurement, and validation", Academy of Management Journal, 37(4), pp.765~802 (1994)
- Walker, D. D., "Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity in civility and negative affectivity", Journal of Applied Psychology, 99(1), pp.151~161 (2014)
- Walsh, G., "The Effect of Job-Related Demands and Resources on Service Employee’ Willingness to Report Complaints Germany Versus China", Journal of Service Research, 18(2), pp.193~209 (2015)
- Wayne, S. J., "The role of fair treatment and rewards in perceptions of organizational support and leader-member exchange", Journal of Applied Psychology, 87, pp.590~598 (2002)