항공사 객실승무원 직무 스트레스 경험에 의한 현상학적 연구
A Phenomenological Study on the Job Stress in Cabin Crew
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The cabin crew profession is recognized as a representative example of emotional labor. Cabin crew members are required to suppress their emotions in frustrating or upsetting situations and to respond politely to passengers exhibiting rude behavior. Such emotional labor induces job stress; however, the impact and coping mechanisms differ among individuals. This study aims to identify the primary causes of job stress among airline cabin crew and propose strategies for mitigating this stress. Furthermore, the study seeks to develop and recommend healing programs and preventive management strategies to enhance service quality and ensure in-flight safety. This study aims to propose an improved healing program to enhance in-flight safety and deliver exceptional customer service. To achieve this, the current state of airline communication programs was reviewed, and case interviews were conducted with cabin crew members. This study is expected to serve as a foundation for preventing and managing job-related stress among cabin crew. Data were collected through phone interviews with cabin crew who participated voluntarily, with a focus on their experiences related to job stress. The findings are presented using a combination of situational narratives and general structural analysis.
Abstract
The cabin crew profession is recognized as a representative example of emotional labor. Cabin crew members are required to suppress their emotions in frustrating or upsetting situations and to respond politely to passengers exhibiting rude behavior. Such emotional labor induces job stress; however, the impact and coping mechanisms differ among individuals. This study aims to identify the primary causes of job stress among airline cabin crew and propose strategies for mitigating this stress. Furthermore, the study seeks to develop and recommend healing programs and preventive management strategies to enhance service quality and ensure in-flight safety. This study aims to propose an improved healing program to enhance in-flight safety and deliver exceptional customer service. To achieve this, the current state of airline communication programs was reviewed, and case interviews were conducted with cabin crew members. This study is expected to serve as a foundation for preventing and managing job-related stress among cabin crew. Data were collected through phone interviews with cabin crew who participated voluntarily, with a focus on their experiences related to job stress. The findings are presented using a combination of situational narratives and general structural analysis.