항공사 객실승무원의 감정노동이 안전 분위기와 안전행동에 미치는 영향
The Effects of Flight Attendants’ Emotional Labor on Safety Climate and Safety Behavior
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The current study examined the effects of flight attendants’ emotional labor(SA: surface acting, DA: deep acting) on safety climate and safety behavior. Particularly, it focused on the mediating effects of safety climate on the relationship between emotional labor and safety behavior. Using data collected from a survey of 312 respondents working as flight attendants of a major airline company in Korea. The analysis was carried out using SPSS. The results are as follows: Firstly, SA has negative effect on safety climate, but DA has positive effect on safety climate. Secondly, safety climate consists of three dimension: TL(team leader’s safety consciousness), TC(team members’ communication), RT(safety regulation & training). However only TC and RT increase safety behavior if all dimensions of safety climate were working together. Thirdly, surface acting has no effect on safety behavior, but deep acting has direct influence on safety behavior. Lastly the effect of surface acting on safety behavior was not mediated by safety climate, while the effect of deep acting on safety behavior was mediated by safety climate(TL, TC, RT). These results present that airline companies need to focus on how to increase DA and to make safety climate positively in order to prevent or minimize safety accidents in the cabin.
Abstract
The current study examined the effects of flight attendants’ emotional labor(SA: surface acting, DA: deep acting) on safety climate and safety behavior. Particularly, it focused on the mediating effects of safety climate on the relationship between emotional labor and safety behavior. Using data collected from a survey of 312 respondents working as flight attendants of a major airline company in Korea. The analysis was carried out using SPSS. The results are as follows: Firstly, SA has negative effect on safety climate, but DA has positive effect on safety climate. Secondly, safety climate consists of three dimension: TL(team leader’s safety consciousness), TC(team members’ communication), RT(safety regulation & training). However only TC and RT increase safety behavior if all dimensions of safety climate were working together. Thirdly, surface acting has no effect on safety behavior, but deep acting has direct influence on safety behavior. Lastly the effect of surface acting on safety behavior was not mediated by safety climate, while the effect of deep acting on safety behavior was mediated by safety climate(TL, TC, RT). These results present that airline companies need to focus on how to increase DA and to make safety climate positively in order to prevent or minimize safety accidents in the cabin.
참고문헌 (39)
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