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객실승무원이 지각하는 무례함이 직무스트레스와 이직의도에 미치는 영향
민소라,이슬기,김영택 관광경영학회 2019 관광경영연구 Vol.91 No.-
The purpose of this study is to investigate relationship between incivility, job stress and turnover intention of cabin crew. A survey was conducted to cabin crew of FSC(Full Service Carrier). A total of 250 questionnaires were distributed and 210 parts were collected, and 193 parts were used for the final analysis except 17 parts of incomplete or unfaithful responses. The hypothesis test was conducted using statistical programs of SPSS 18.0 version and AMOS 18.0 version. The analysis results are as follows. First, Incivility had a positive effect on job stress. In particular, incivility of support departments was found to have the greatest impact. Second, Incivility had a significant positive effect on turnover intention. However, peer incivility did not appear to affect. Third, Job stress had a positive effect on turnover intention. Finally, There was a mediating effect of job stress between incivility and turnover intention. This study has the academic implications of expanding the scope of research and the practical implications of providing basic data for improving treatment of cabin crew.
항공서비스학과 재학생의 사회적 지지가 진로결정 자기효능감과 진로준비행동에 미치는 영향
민소라 한국관광진흥학회 2019 관광진흥연구 Vol.7 No.2
The purpose of this study is to enrich career guidance for current aviation service major undergraduate students who will be the future driving force of the aviation industry. The study aims to seek out social and institutional support that can effectively promote career preparation and self-efficacious career decision for undergraduates as well as to establish educational and practical guidelines and resource for future career guidance. Drawing on previous literature on the four variables of social support, selfefficacious career decision, career preparatory behavior and the career deciding stage, this research constructed a research model based on a survey targeting undergraduates studying aviation service. The survey and analysis resulted partial confirmation of the first hypothesis, which predicted the positive impact of social support on self-efficacious career decision. The second hypothesis on the positive impact of social support on career preparation and the third hypothesis on the impact of self-efficacious career decision on career preparatory were both partially confirmed. There is a gap in research addressing career-related factors and social support of undergraduates studying a specific major. As undergraduates advance into industries, it is critical to survey and measure the impact of career-related variables on the individual and social level so that industries can reasonably respond and provide support to the upcoming labor force.
ESG 경영이 기업성과에 미치는 영향에 관한 연구: 호텔 기업을 중심으로
민소라,나소정 글로벌경영학회 2022 글로벌경영학회지 Vol.19 No.4
With the recent emphasis on ESG management activities of hotel companies, this study attempted to verify the effect of ESG management activities of hotel companies on corporate trust, corporate image, and corporate performance. To this end, an online survey was conducted for about 20 days for employees working at five-star hotels in Seoul. A total of 212 copies were used for the final analysis, and the SPSS v.23 and AMOS v.23 programs were used for statistical analysis. The results of the study are as follows. It was found that hotel companies' ESG management activities had a positive (+) effect on both corporate trust and corporate image. It was found that the trust of hotel companies had a positive (+) effect on the image and corporate performance of hotel companies. The image of the hotel company had a positive (+) effect on the performance of the hotel company. It was found that both corporate trust and corporate image were mediated in the relationship between ESG management activities and corporate performance of hotel companies. Through these research results, we intend to present strategic implications for ESG management activities of hotel companies. 본 연구는 최근 호텔 기업의 ESG 경영활동이 강조되면서, 호텔 기업 내부 관계자인 직원들이 느끼는 호텔 기업의 ESG 경영활동이 기업 신뢰와 기업 이미지 및 기업성과와의 영향 관계를 검증해 보고자 하였다. 이를 위해 서울의 5성급 호텔에 재직 중인 직원들을 대상으로 약 20일간 온라인 설문을 진행하였다. 총 212부를 최종 분석에 사용하였으며, 통계분석은 SPSS v.23과 AMOS v.23 프로그램을 활용하였다. 연구 결과는 다음과 같다. 호텔 기업의 ESG 경영활동은 기업 신뢰와 기업 이미지에 모두 정(+)의 영향을 미치는 것으로 나타났다. 호텔 기업의 신뢰는 호텔 기업의 이미지와 기업성과에 정(+)의 영향을 미치는 것으로 나타났다. 호텔 기업이 이미지는 호텔 기업의 성과에 정(+)의 영향을 미치고 있었다. 호텔 기업의 ESG 경영활동과 기업성과와의 관계에서 기업 신뢰와 기업 이미지 모두 매개하는 것으로 나타났다. 이러한 연구 결과를 통해 호텔 기업의 ESG 경영활동에 대해 전략적 시사점을 제시하고자 한다.
라포(Rapport)가 관계품질과 장기거래지향성에 미치는 영향 - 항공사 객실승무원을 중심으로 -
민소라,양지인 한국항공경영학회 2020 한국항공경영학회지 Vol.18 No.2
This study aims to identify the impact of the rapport formation on relationship quality and long-term trading directivity by examining how effective management of cabin crews’ rapport formation, relationship quality, and long-term directivity. In order to confirm such hypothesis, this study conducted a questionnaire survey for customers who have traveled with an airline in the past six months. A total of 323 questionnaires were collected and 278 were used for the final analysis. This study used SPSS v.21 and AMOS v.21 analysis programs for the final analysis. The results are as follows: First, formation of rapport with customers influenced the quality of relationship. Second, formation of rapport with customers was found to affect long-term relationship orientation. Third, relationship satisfaction influenced trust in the relationship. Fourth, quality of relationship influenced long-term relationship orientation. Lastly, Relationship satisfaction and relationship trust were partial mediation role in the relationship between Rapport and long-term relationship orientation. In this study, we found that we should strive for good rapport formation with customers in order to form the correct rapport with customers and that these crew members' efforts are to improve the quality of the relationship and the direction of long-term transactions. 본 연구는 항공사 객실승무원의 라포형성이 관계품질과 장기거래지향성에 미치는 영향관계를 검증함으로써 객실승무원의 라포형성과 관계품질, 장기거래지향성의 효과적인 관리방안을 통해 시사점을제공하고자 한다. 이러한 연구목적 달성을 위해 지난 6개월 이내에 항공사를 이용하여 여행한 적이 있는 고객을 대상으로 설문조사를 실시하였으며, 총 323부의 설문지가 회수되었고, 278부를 최종분석에사용하였다. 분석 프로그램은 SPSS v.21과 AMOS v.21을 사용하였다. 연구의 결과는 다음과 같다. 첫째, 고객과의 라포형성은 관계품질에 영향을 미치는 것을 확인할 수 있었다. 둘째, 고객과의 라포형성은 장기거래지향성에 영향을 미치는 것으로 나타났다. 셋째, 관계만족은 관계 신뢰에 영향을 미치는 것을 확인하였다. 넷째, 관계품질은 장기거래지향성에 영향을 미치는 것으로 나타났다. 마지막으로, 라포형성과 장기거래지향성과의 관계에서 관계만족과 관계신뢰가 부분매개 하는 것을확인할 수 있었다. 본 연구에서는 이러한 연구결과를 통해 고객과의 올바른 라포를 형성하기 위해 고객과의 좋은 라포형성을 위해 노력해야 하며 이러한 승무원의 노력이 관계품질을 높이고 장기거래지향을 높이는 것임을 확인하였다.