항공사의 조직문화와 객실승무원의 감정노동 및 직무소진 간의 영향 연구
A Study on Airline’s Organizational Culture, Emotional Labor and Job Burnout of Flight Attendants
0
조회
0
다운로드
9
인용
0
참고문헌
초록
This study aims to determine the relationship between airline’s organizational culture, emotional labor and job burnout of flight attendants. In order to accomplish the purpose of the study, the researcher conducted and analyzed the survey of flight attendants by using SPSS 22.0 statistics package and the data was collected from the flight attendants who work for FSC and LCC airlines in Korea. The findings are as follows. First, relation-oriented culture had a positive impact and innovation-oriented culture had a negative impact on inner behavior. Second, hierarchy-oriented culture had a positive impact on surface behavior. Third, surface behavior had a negative impact on reduced personal accomplishment. Fourth, inner behavior had a negative impact on emotional exhaustion, depersonalization and reduced personal accomplishment. This study can conclude that flight attendants’ inner behavior is very important to reduce their job burnout, therefore airlines should make up for fault of team system and provide mentoring, counselling for relation-oriented culture, which has a affirmative impact on inner behavior.
Abstract
This study aims to determine the relationship between airline’s organizational culture, emotional labor and job burnout of flight attendants. In order to accomplish the purpose of the study, the researcher conducted and analyzed the survey of flight attendants by using SPSS 22.0 statistics package and the data was collected from the flight attendants who work for FSC and LCC airlines in Korea. The findings are as follows. First, relation-oriented culture had a positive impact and innovation-oriented culture had a negative impact on inner behavior. Second, hierarchy-oriented culture had a positive impact on surface behavior. Third, surface behavior had a negative impact on reduced personal accomplishment. Fourth, inner behavior had a negative impact on emotional exhaustion, depersonalization and reduced personal accomplishment. This study can conclude that flight attendants’ inner behavior is very important to reduce their job burnout, therefore airlines should make up for fault of team system and provide mentoring, counselling for relation-oriented culture, which has a affirmative impact on inner behavior.
참고문헌 (38)
- 강재호, "관광산업 종사자의 감정노동과 심리적 안녕간의 관계 연구", 관광경영학연구, 9(3), pp.1~21 (2005)
- 고선희, "항공사 승무원의 감성노동이 소진과 조직몰입에 미치는 영향", 한국콘텐츠학회 논문지, 13(7), pp.395~405 (2013), 한국콘텐츠학회[DOI]
- 김민주, "호텔종업원의 감정노동이 직무관련 태도에 미치는 영향", 관광학연구, 21(2), pp.129~141 (1998)
- 김상표, "감정노동과 직무상황이 서비스 종업원들의 심리적 안녕에 미치는 효과", 인적자원관리연구, 15(2), pp.79~102 (2008), 한국인적자원관리학회
- 김태성, "감정노동이 감정소진과 직무만족에 미치는 영향 : KTX승무서비스 종사자를 중심으로", 대한경영학회지, 25(9), pp.3761~3780 (2012), 대한경영학회
- 노효정, "학교조직문화, 직무소진, 직무만족도의 관계", 석사, pp.2015
- 도현옥, "호텔 종사자의 감정노동에 따른 긍정적 영향에 관한 연구 – 조직문화의 매개효과를 중심으로 -", 관광연구, 27(2), pp.137~159 (2012), 대한관광경영학회
- 문명주, "감정노동과 여가 유형은 직무만족에 영향을 미치는가? :항공사 직원의 감정노동 및 여가의 유형화에 대한 탐색적 시도", 관광경영연구, 19(3), pp.17~40 (2015), 관광경영학회
- 박인주, "감정노동, 직무소진, 이직의도에 관한 연구: 항공사 아웃소싱 직원대상으로", 관광경영연구, 21(1), pp.91~108 (2017), 관광경영학회
- 서범석, "호텔의 조직문화가 경영성과에 미치는 영향", 관광경영학연구, 10(4), pp.45~77 (2006)
- 서보람, "비서직의 업무적 특성과 조직문화가 감정노동에 미치는 영향에 관한 연구", 비서·사무경영연구, 19(1), pp.105~124 (2010), 한국비서학회
- 심종선, "감정노동과 직무소진이 고객지향성에 미치는 영향", 상업교육연구, 27(2), pp.69~89 (2013), 한국상업교육학회
- 안준수, "서비스 상호작용유형에 따른 감정노동차원에 관한 연구", 박사, 호텔경영학, pp.2004
- 유정윤, "항공사 객실승무원의 감정표현규범에 따른 감정노동이 고객지향성에 미치는 영향", 관광경영연구, 18(1), pp.265~284 (2014), 관광경영학회
- 윤선정, "항공사 객실 승무원의 직무특성이 직무만족에 미치는 영향 : 국적 항공사 객실 승무원을 중심으로", 석사, 호텔관광경영, pp.2004
- 전미옥, "조직문화와 커뮤니케이션이 감정노동에 미치는 영향 연구", 석사, 홍보전공, pp.2013
- 정용근, "조직문화, 셀프리더십 및 조직유효성의 상호관계에 관한 연구", 기업경영리뷰, 3(2), pp.53~77 (2012), KNU 기업경영연구소
- 조선이, "항공사 조직문화가 조직몰입과 이직의도에 미치는 영향", 관광레저연구, 24(8), pp.163~181 (2012), (사)한국관광레저학회
- 허명선, "항공사 객실 승무원의 조직문화와 직무만족에 관한 연구", 한국항행학회논문지, 13(1), pp.1~10 (2009), 한국항행학회
- Abraham, R, "Negative affectivity: Moderator or confound in emotional dissonance-outcome relationship?", The Journal of Psychology, 133(1), pp.61~72 (1999)
- Ashforth, B. E., "Emotional labor in service roles: The influence of identity", Academy of Management, 18(1), pp.88~115 (1993)
- Blau, G., "Further scale refinement for emotional labor", Career Development International, 15(2), pp.188~216 (2010)
- Brotheridge, C. M., "Development and Validation of an Emotional Labor Scale", Journal of Occupational and Organization Psychology, 76(3), pp.365~379 (2003)
- Cherniss, C, "Evaluation and Action in the Social Environment", pp.125~153 (1980), Academic press
- Freudenberger, H. J, "Staff burnout", Journal of Social Issues, 30, pp.159~165 (1974)
- Harrison, R, "Understanding your Organization's Character", Harvard Business Review, pp.25~43 (1972)
- Hochschild, A. R, "Emotion Work, Feeling Rules and Social Structure", American Journal of Sociology, 85, pp.551~575 (1979)
- Hochschild, A. R, "The Managed Heart: Commercialization of human feeling" (1983), University of California Press
- Maslach, C, "Burned-out", Human Behavior, 5, pp.16~22 (1976)
- Maslach, C., "The Measurement of experienced burnout", Journal of Occupational Behavior, 2, pp.99~113 (1981)
- Morris, J. A., "The Dimensions, antecedents and consequences of emotional labor", Academy of Management Review, 21, pp.986~1010 (1996)
- Pettigrew M, "On Studying Organizational Cultures", Administrative Science Quarterly, 24, pp.570~581 (1979)
- Quinn R. E, "Beyond Rational Management: Mastering the Paradoxes and Competing Demand of Performance" (1991), Jossey-Bass
- Quinn R. E., "Paradox, Planning and perseverance: Guidelines for Managerial Practice. Managing Organizational Transitional" (1984), Irwin
- Schein, E. H, "Organizational Behavior" (1985), Prentice-Hal
- Wiener Y, "Forms of Value System. A Focus on Organizational Effectiveness and Culture Change and Maintenance", Academy of Management Review, 13(4), pp.534~545 (1988)