고객무례가 항공사 승무원의 조직침묵, 직무성과 및 조직시민행동에 미치는 영향 : 성별의 조절효과 = The Effects of Customer Incivility on Flight Attendants’ Organizational Silence, Job Performance, and Organizational Citizenship Behavior:The Moderating Role of Gender

다국어 초록 (Multilingual Abstract)

This study empirically examined the effects of customer incivility on organizational silence, job performance, and organizational citizenship behavior(OCB) among airline cabin crew members, and further investigated the moderating role of gender. Grounded in the Conservation of Resources (COR) Theory (Hobfoll, 1989), this study explored how the psychological resource depletion caused by customer incivility influences employees’ silence behavior and overall organizational outcomes. Survey data were collected from cabin crew members working for major domestic airlines in Korea. Based on the valid responses, the study employed Confirmatory Factor Analysis(CFA) and Structural Equation Modeling(SEM) to test the research hypotheses. In addition, a multi-group analysis was conducted to examine gender differences in the structural relationships among the key variables. The results revealed that customer incivility had significant positive effects on both acquiescent silence and defensive silence. Among the two dimensions of silence, acquiescent silence was found to have negative effects on both job performance and OCB, indicating that employees who perceive communication as meaningless tend to lose work efficiency and voluntary cooperative behavior simultaneously. In contrast, defensive silence showed a significant negative effect on OCB rather than on job performance, suggesting that employees who avoid interpersonal conflict or negative evaluation tend to suppress discretionary helping and cooperative actions. Furthermore, the moderating effects of gender were partially significant. Specifically, the positive relationship between customer incivility and defensive silence was stronger among female employees than among male employees, and the negative impact of defensive silence on OCB was also greater for women. These findings imply that female cabin crew members, who are generally more emotionally sensitive and relationship-oriented, are more likely to perceive customer incivility as a psychological threat and to adopt silence as a resource-preserving coping strategy. Overall, the findings highlight that customer incivility is not merely an individual emotional issue but a critical organizational factor that undermines communication and performance systems. Theoretically, this study extends the scope of service organization behavior research by integrating the frameworks of customer incivility and organizational silence. Practically, it provides foundational insights for improving

목차 (Table of Contents)

• Ⅰ. 서 론 1
• 1. 연구배경 및 연구목적 1
• 1) 연구배경 1
• 2) 연구목적 7
• 2. 연구의 구성 11
• Ⅱ. 이론적 배경 14
• 1. 고객무례 14
• 1) 고객무례의 개념 14
• 2) 고객무례의 선행연구 16
• 2. 조직침묵 20
• 1) 조직침묵의 개념 20
• 2) 조직침묵의 선행연구 23
• (1) 체념적 침묵 26
• (2) 방어적 침묵 27
• 3. 직무성과 29
• 1) 직무성과의 개념 29
• 2) 직무성과의 선행연구 32
• 4. 조직시민행동 36
• 1) 조직시민행동의 개념 36
• 2) 조직시민행동의 선행연구 38
• Ⅲ. 연구방법 43
• 1. 연구모형 및 가설설정 43
• 1) 연구모형 43
• 2) 가설설정 44
• (1) 고객무례와 조직침묵 44
• (2) 조직침묵과 직무성과 46
• (3) 조직침묵과 조직시민행동 49
• (4) 성별의 조절효과 51
• 2. 변수의 조작적 정의 및 측정 54
• 1) 고객무례 54
• 2) 조직침묵 55
• 3) 직무성과 56
• 4) 조직시민행동 56
• 3. 설문지 구성 58
• 4. 자료수집 및 분석방법 61
• 1) 자료수집 61
• 2) 분석방법 61
• Ⅳ. 실증분석 63
• 1. 표본의 특성 63
• 2. 측정도구의 신뢰성 및 타당성 분석 65
• 1) 신뢰성 분석 65
• 2) 타당성 분석 67
• (1) 집중타당성 67
• (2) 판별타당성 70
• 3. 연구가설 검증 72
• 1) 연구모형의 적합도 72
• 2) 가설 검증 72
• Ⅴ. 결 론 84
• 1. 연구결과 요약 84
• 2. 연구의 시사점 86
• 1) 이론적 시사점 86
• 2) 실무적 시사점 89
• 3. 연구의 한계점 및 향후 연구방향 94
• 참고문헌 96
• 설문지 110