항공사 기내 객실장의 리더십유형이 LMX와 고객지향성에 미치는 영향 = The Effect of Cabin Leadership Styles on LMX and Customer Orientation in Airlines

다국어 초록 (Multilingual Abstract)

Recent studies have highlighted the importance of the role of leadership as well as leader-member relationship in leadership theories. To gain competitive advantage, airlines should provide customer-oriented service that results in high quality services to their customers. Therefore, this study aimed to examine the relationship among the leadership style of cabin leaders, LMX(Leader-Member Exchange), and customer orientation. Flight attendants from two major airlines currently in operation were selected as samples. Through a systematic literature review, hypothesis was set up among variables. A survey was conducted from June 1 to July 20, 2014 and a total of 300 questionnaires were collected. After excluding questionnaires with missing data, 218 questionnaires were finally used in data analysis. Data analysis was performed using the SPSS 21.0 and AMOS 22.0. Confirmatory factor analysis were conducted to validate the measured variables and the structure model covariance structure analysis was used to test the hypothesis. The results are as follows. First, transformational leadership and servant leadership of flight attendants were found to have significant positive effect (+) on LMX. LMX was more strongly influenced by servant leadership than by transformational leadership. Second, LMX had significantly positive influence on customer orientation. Therefore, Hypothesis 2 was supported. Third, transformational leadership and servant leadership were found to have positive influence on customer orientation while transactional leadership did not affect customer orientation. Servant leadership, on the other hand, had stronger impact on customer orientation than transformational leadership had. This shows that transformational leadership and servant leadership are more useful than transactional leadership; in particular, servant leadership is the most efficient one for flight service managers.

참고문헌 (Reference)

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