항공사 객실 승무원의 정서적 조직몰입, 표면행동, 그리고 성취감의 관계 = Emotional Organizational Commitment, Surface Acting, and Personal Accomplishment among Flight Attendants

다국어 초록 (Multilingual Abstract)

This study testifies the proposition that in the case of high emotional organizational commitment, through employees perform surface acting, they feel high personal accomplishment. Data was collected from 158 flight attendants of two airlines in Korea. From the hierarchical regression analysis, we could conclude such as follows. First, emotional organizational commitment has a positive effect on surface acting. It means that because employees with high emotional organizational commitment accept organizational goals as theirs, they are willing to perform surface acting. Second, surface acting has a positive effect on personal accomplishment. It means that surface acting has a positive side as well as negative one. Third, according to above results, organizations should try to take measures to increase the emotional organizational commitment of flight attendants.

참고문헌 (Reference)

1 "orientation and socialization of newcomers" 1992

2 "Views from service agents Emotion in organization" In S. Fineman (Ed.), Emotion in organization., Sage, London, 184-203, 2000

3 "Untangling the relationship between displayed emotions and organizational sales the case of convenience stores Academy of Management Journal" 1988

4 "Understanding the emotional labor process: a control theory perspective,＂" 24 : 945-959, 2003

5 "Trait self and true self: Cross-role variation in the big-five personality traits and its relations with psychological authenticity and subjective well-being," 73 : 1380-1393, 1997

6 "The moderator-mediator variable distinction in social psychological research Journal of Personality & Social Psychology" 1986

7 "The measurement and antecedents of affective Journal of Occupational Psychology" 1990

8 "The emotional labour of nursing" Macmillan 1992

9 "The dimensions, antecedents, and consequences of emotional labor" 21 : 986-1000, 1996

10 "The affective consequences of service work Managing emotions on the job" 1993

11 "The affective consequences of service work" 1993

12 "Research in Organizational Behavior" Emotional expression and organizational culture 1989

13 "Research agendas in the sociology of emotions State University of New York Press" 1990180～203

14 "On the positive and negative effects of emotion work in organizations" 15 : 1-28, 2006

15 "Managing emotions on the job and at home understanding the consequences of multiple emotional roles Academy of Management Review" 1993

16 "Maintaining norms about expressing emotions The case of bill collectors" 1991

17 "Institutional and impulsive orientations in selectively appropriating emotions to self The sociology of emotions" JAI Press 1989

18 "How do they affect the display of positive emotion? Academy of Management Journal" 1990

19 "Expression of emotion as part of the work role Academy of Management Review" 1987

20 "Exploring the dimensions of emotional labor: The heart of Hochschild's work" 14 : 8-49, 2000

21 "Empowerment: HR strategies for service excellence" Butterworth-Heineman, Oxford, 2001

22 "Emotional labour and surplus value: The case of holiday 'reps'" 25 : 103-111, 2005

23 "Emotional labor since The Managed Heart,＂ In Steinberg,R. J. & Figart, D. M. (Eds.)." 8-26, 1999

24 "Emotional labor in service roles The influence of identity Academy of Management Review" 1993

25 Adelmann, P. K.,, "Emotional labor as a potential source of job stress,＂ In Sauter, S. L. & Murphy, L. R. (Eds.)," 371-381, 1995

26 "Emotional dissonance and employee well-being,＂ In Ashkanasy, N. M., Hrtel, C. E. J., & Zerbe, W. J. (Eds.)" 189-214, 2000

27 "Development and validation of an emotional labor scale" 76 : 365-379, 2003

28 "Cross-culture studies of facial expression A century of research in review" Darwin and facial expression Academic Press 1973

29 "Commercialization of Human Feeling University of California Press" 1983

30 "Antecedents and consequences of emotional display rule perceptions" 88 : 284-294, 2003

31 "An analysis of the role of supermarket cashiers Academy of Management Journal" 1989

32 "American Journal of Sociology" 1979

33 "Alienating and liberating emotions at work Supermarket clerks' performance of customer service Journal of Contemporary Ethnography" 1993

34 "Academy of Management Review" 1989

35 "A 한국항공운항학회항공사 객실 승무원의 정서적 조직몰입 그리고 성취감의 관계51study of commitment mechanisms in utopian communities" 1968

36 "A longitudinal analysis of the association between emotion regulation, job satisfaction, and intention to quit" 23 : 947-962, 2002