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항공사 객실승무원이 지각한 목소리성향이 자기효능감 및 고객유대관계인식에 미치는 영향 -국내 K항공사를 중심으로-
이종호 ( Chong Ho Lee ),전지선 ( Ji Sun Jeon ),남희림 ( Hee Rim Nam ) 한국호텔리조트학회(구 한국호텔리조트카지노산학학회) 2014 호텔리조트연구 Vol.13 No.3
The purpose of this study is to investigate the effect of flight attendant`s self-perceived voice characteristics of hir or her own voice on self-efficacy and customer-employee relationship. Data was obtained from a survey of 350 flight attendants of a major airline company. The results are as follows: An attractive voice of a flight attendant has a positive effect on his or her self-efficacy proving the existence of a strong correlation between self-confidence and voice. High self-efficacy, in turn, enhances customer-employee relationship. The attractiveness of flight attendant`s voice plays a key role in creating an amiable relationship with customer. These results suggest that service organizations such as the airline companies should pay closer attention to applicants` voice characteristics as well as their physical attractiveness. In addition, airline companies should consider offering flight attendants voice training in order to improve their overall performance.