항공사 객실승무원의 감정노동이 직무성과 및 이직의도에 미치는 영향

Abstract

The service quality of the airline has a high participation in the personal social services so it is not an exaggeration to say that the passengers evaluate the service quality through the cabin crew. Since the cabin crew directly meets face to face with the somewhat sensitive passengers in an enclosed atmosphere that is different from the ground, the severity of the emotional labor is substantial. Because of the work stress from this kind of emotional labor, the turnover rate of the cabin crew is very high. The loss of the company from the turnover of the employees show as the decrease in the will to work and job satisfaction and the increase in costs of hiring new personnel and education. Also, the quality of the customer service decreases resulting in a negative effect on the productivity of the organization. Therefore, in order for improvement in competitiveness and strengthening of service quality, there needs to be research on how to increase job outcome and at the same time on how to decrease the turnover intention. In this research, the emotional labor of the cabin crew of the airlines is divided into surface action and inner action and the effect that each component has on the work engagement is found out and through empirical investigation, the structural relationship effect on the work engagement, job performance, and turnover intention is checked. From the result of analysis, a hypothesis set by deriving the result that the inner action of the cabin crew had a positive (+) effect on the work engagement, the surface action had a negative (-) effect on the work engagement, the work engagement had a positive (+) effect on the job performance and a negative (-) effect on the turnover intention was chosen. Therefore, the academic implication is that the direct effect that the emotional labor, which is divided into surface action and inner action, has on the job performance and turnover intention does not need to be given attention statistically, and therefore, it means that the work engagement completely includes the relationship between emotional labor and job satisfaction and the relationship between emotional labor and turnover intention. The practical implications are that through the effect relationship of the surface action, inner action, work engagement, job satisfaction, and turnover intention, the work engagement of the airlines cabin crew is aroused and provides a human resource management method that can increase the job performance while at the same time decreasing turnover intentions. The airlines, through effective human resource management, with differentiated service quality in the aviation market within the severe competition composition, the competitive edge is occupied and can decrease the cost of hiring and initial training through maintaining and obtaining an excellent workforce. Also, from the increase of the work engagement through the inner action, the job performance of the members of the organization increased and if the turnover intention is decrease, the stability of the organizational members can be secured ultimately.