The Effect of Efficiency Evaluation on the Organizational Effectiveness of the Cabin Crew’s Competency -Focusing on the Job Satisfaction of the Personal Capacity of Airline Cabin Crews
0
조회
0
다운로드
4
인용
0
참고문헌
키워드
초록
Purpose – In order for companies to be competitive and adapt to the trend of development, it is important for many airlines to secure outstanding human resources and the need to nurture them. It can be expected that by systematically analyzing and organizing the characteristics and types of competences considering the duties of the airline cabin crew, the personal and organizational capacities of the cabin crew can be defined and presented theoretically. Research Design, Data, and Methodology – This survey was conducted over a seven-month period from February 1 to September 30, 2018 and was designated as a domestic airline flight attendant. Direct visits to Incheon International Airport and Gimpo International Airport were also conducted through an online questionnaire. A total of 515 questionnaires were used for empirical analysis. To verify two hypothesis of this study, a regression analysis and exploratory factor analysis (EFA) were performed using SPSS WIN 26.0. Results – Analysis on the impact of personal capacity of airline cabin crew on job satisfaction showed that technical competence, knowledge capacity and ability capacity, which are sub-factor factors of personal capacity, had a positive effect on job satisfaction. Recovery resilience also plays a positive role in relationships between individual competence and job satisfaction. Conclusions – It has been empirically analyzed that the personal characteristics of the airline crew have a significant effect on flight attendant's job satisfaction. It can be seen that flight attendants tend to perform well beyond what is required in their duties, and that active and confident cabin crew members tend to perform well in the direction of improving their duties, and are also highly satisfied with their duties.
Abstract
Purpose – In order for companies to be competitive and adapt to the trend of development, it is important for many airlines to secure outstanding human resources and the need to nurture them. It can be expected that by systematically analyzing and organizing the characteristics and types of competences considering the duties of the airline cabin crew, the personal and organizational capacities of the cabin crew can be defined and presented theoretically. Research Design, Data, and Methodology – This survey was conducted over a seven-month period from February 1 to September 30, 2018 and was designated as a domestic airline flight attendant. Direct visits to Incheon International Airport and Gimpo International Airport were also conducted through an online questionnaire. A total of 515 questionnaires were used for empirical analysis. To verify two hypothesis of this study, a regression analysis and exploratory factor analysis (EFA) were performed using SPSS WIN 26.0. Results – Analysis on the impact of personal capacity of airline cabin crew on job satisfaction showed that technical competence, knowledge capacity and ability capacity, which are sub-factor factors of personal capacity, had a positive effect on job satisfaction. Recovery resilience also plays a positive role in relationships between individual competence and job satisfaction. Conclusions – It has been empirically analyzed that the personal characteristics of the airline crew have a significant effect on flight attendant's job satisfaction. It can be seen that flight attendants tend to perform well beyond what is required in their duties, and that active and confident cabin crew members tend to perform well in the direction of improving their duties, and are also highly satisfied with their duties.
참고문헌 (23)
- Aryee, R. D., "Encyclopedia Dictionary of Organizational Behavior" (1995), Blackwell Publishers
- Berry, L. L., "A Marketing service-competing through quality" (1991), The Free press
- Boswell. W. R., "The Relationship Between Employee Job Change and Satisfaction : The Honey-moon-hangover Effect", Journal of Applied Psychology, 90(5), pp.882~892 (2005)
- Boyatzis, R. E., "The Competent Manager : A Model for Effective Performance", pp.385~387 (1982), John Wiley
- Brown, T. J., "The customer orientation of service workers : Personality trait effects on self and supervisor performance ratings", Journal of Marketing Research, 39(2), pp.110~119 (2002)
- Henning-Thurau, T., "Customer Orientation of Service Employees : Its Impact on Customer Satisfaction, Commitment, and Retention", International Journal of Service Industry Management, 15(5), pp.460~478 (2004)
- Hoffman, K. D., "Service Provider Job Satisfaction and Customer Oriented Performance", The Journal of Service Marketing, 2, pp.24~32 (1992)
- Jaworski, B. J., "Market Orientation:Antecedents and Consequences", Journal of Marketing, 57, pp.53~70 (1993)
- Kotler, P., "Marketing Management-Analysis, Planning, Implementation and Control" (1991), Prentice-Hall
- Luther, S. S., "The construct of resilience : A critical evaluation and guidelines for future work", Journal of Child Development, 71(3), pp.543~562 (2000)
- Locke. E. A., "Handbook of industrial and organizational psychology" (1976), Rand McNally College Publishing Company
- McClelland, D., "Testing for Competence rather than for Intelligence", American Psychologist, 1, pp.1~14 (1973)
- 박은영, "가격 매력도 지각에 대한 가격 색상의 영향: 조절초점과 관여도와의 상호작용을 중심으로", 유통과학연구, 14(10), pp.117~126 (2016), 한국유통과학회[DOI]
- Polk, L. V., "Toward a middle-range theory of resilience", Advances in Nursing Science, 19(3), pp.1~13 (1997)
- Reivich, K., "The resilience factor: 7keys to finding your inner strength and overcoming life’s hurdles" (2003), Broadway Books, Three River Press
- Russell, L., "Change resilience" (1995), Broadway Books, Three River Press
- Smircich, L., "Concepts of culture and Organizational Analysis", Administrative Science Quarter, 28(3), pp.339~358 (1995)
- Anesh Sthapita, "Effect of Personality and Social Motive on Franchise Customers’ Citizenship Behavior", 유통과학연구, 13(10), pp.35~44 (2015), 한국유통과학회[DOI]
- Sang-Yeon Song, "항공사 브랜드 진정성이 소비자 태도에 미치는 영향 : LCC와 FSC의 차이를 중심으로", 유통과학연구, 14(5), pp.115~123 (2016), 한국유통과학회[DOI]
- Sparrow, P., "Competency based pay : too good to be true", ~ (1996)
- Spencer, L. M., "Competence at work: Models for superior performance" (1993), Wiley & Sons, Inc.
- Waters, E., "Social Competence as Developmental Construct", Developmental Review, 3(1), pp.79~97 (1983)
- Wood, J., "Organizational Behavior" (2001), John Wiley &Sons Australia, Ltd.