항공사 승무원의 감정노동이 직무성과 및 직무만족에 미치는 영향

Abstract

The purpose of this study is to contribute to the knowledge of how emotional labor influences emotional exhaustion, job satisfaction, and job performance in the airline industry. To achieve this goal, 119 valid copies of questionnaire collected from flight attendant were used to analyze the data by utilizing SPSS 20.0 and SmartPLS programs. Frequency analysis, factor analysis and reliability were conducted and then PLS analysis was conducted. In order to indentify factor structure of emotional labor, factor analysis was performed. The factors of emotional labor were deep acting and surface acting. Exploring emotional labor scale by factor analysis, we can get two dimensions of emotional labor strategies: deep acting and surface acting. Two emotional labor factors have different effect on emotional exhaustion. Deep acting has significant negative effect on emotional exhaustion. Surface acting has significant positive effect on emotional exhaustion. The effect of emtional labor on job satisfaction is mediated by emotional exhaustion. When employee use deep face, they will show low emotional exhaustion and then lead to higher job satisfaction; when employees use surface acting, they will show high emotional exhaustion and then lead to lower job satisfaction. The effect of emtional labor on job performance is mediated by emotional exhaustion. When employee use deep face, they will show low emotional exhaustion and then lead to higher job performance; when employees use surface acting, they will show high emotional exhaustion and then lead to lower job performance.