불량고객행동이 항공사 객실 승무원의 직무 스트레스 및 이직의도에 미치는 영향 -대처방안의 조절효과를 중심으로-|RISS 상세보기

다국어 초록 (Multilingual Abstract)

This study was designed to examine the recent social issue of Jaycustomer’s behaviors. In particular, this study examined the effects of Jaycustomer’s behavior on board of the aircraft on job stress and turnover intention of cabin crew. The study also investigated whether the coping strategies of Airline influenced the relationships among these variables of the study. Based on in-depth interview with 61 cabin crews the researcher developed questions to measure the coping strategies for Airline company which deals with Jaycustomers. With enormous literature review, the researcher also developed the questions to measure the variables of Jaycustomer``s behavior, job stress, turnover intention and also established theoretical framework of the study. In order to accomplish the purpose of the study, the researcher conducted and analyze the survey of 440 K airline crews using SPSS 20.0 statistics package. frequency analysis, exploratory factor analysis, correlation analysis, and regression analysis was applied to analyze the data. 11variables of the coping strategies obtained through the development of the measure was categorized to factors. It is named Strengthening Empowerment and Providing Policy Researcher established the model of the study and set up the hypotheses for the study with the theoretical framework of the study. The results of the study showed that there were positive influences of jaycustomer’s behavior on job stress as well as on turnover intention of the cabin crew. The job stress had positive impacts of job stress on turnover intention of the cabin crew. The study also found that coping strategies had moderating effects between Jaycoustomer``s behavior and job stress. It is recommended companies are to be set up based on the principle of the Jaycustomer in order to avoid the adverse effects of their behaviors. The Airline company also need to trained cabin crews and give them empowerment in order to deal openly about the Jaycustomer``s behavior. There is a delimitation of the study which the questionnaire used in this study is newly developed by researcher and may have some validity and reliability issues. Because of lack of existing researches for coping strategies of Airline, the proven tools through several studies could not used in the study.

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참고문헌 (Reference)

1 임재문, "호텔직원의 역할 스트레스 해소와 직무태도 개선에 관한 연구" 한국호텔외식관광경영학회 18 (18): 45-61, 2009

2 조희정, "항공사종사자의 직무스트레스가 이직의도에 미치는 영향 연구" 대한관광경영학회 25 (25): 109-125, 2010

3 구본기, "항공사종사자의 역할스트레스가 감정고갈에 미치는 영향 연구" 대한관광경영학회 22 (22): 357-375, 2008

4 정희용, "항공사의 서비스공정성이 고객만족과 고객불량행동에 미치는 영향에 관한 연구 －고객 감정 반응의 매개효과－" 한국항공경영학회 12 (12): 23-40, 2014

5 조경희, "항공사 객실승무원의 직무스트레스 요인이 직무만족과 조직몰입, 이직의도에 미치는 영향" 한국콘텐츠학회 10 (10): 404-419, 2010

6 김유경, "항공사 객실승무원의 직무 스트레스와 직무만족과의 관계 연구: 국내 K항공사를 중심으로" 4 (4): 215-227, 2005

7 박경민, "항공사 객실승무원의 직무 스트레스 및 정서적 고갈에 영향을 미치는 불량고객행동에 관한 연구: 직무 자율성의 조절효과를 중심으로" 한국관광연구학회 29 (29): 75-89, 2015

8 이영희, "항공사 객실승무원의 임파원트와조직몰입, 이직의도 연구: 국적항고사 객실승무원을 대상으로" 3 (3): 65-83, 2005

9 김현아, "학교급식 영양사의 감정노동이 직무스트레스에 미치는 영향" 한국식품조리과학회 26 (26): 41-53, 2010

10 정성휘, "팀비서의 직무스트레스가 이직의도 및 팀효과성에 미치는 영향" 한국비서학회 22 (22): 25-45, 2013