항공사 객실승무원의 직무 스트레스 및 정서적 고갈에 영향을 미치는 불량고객행동에 관한 연구 = 직무 자율성의 조절효과를 중심으로

다국어 초록 (Multilingual Abstract)

This study was designed to examine the types and frequencies of jaycustomer’s behavior on board of the aircraft as well as the effects of such jaycustomer’s behavior on job stress and emotional exhaustion of cabin crew. This study also investigated whether the job autonomy of cabin crew influenced the relationships among these variables of the study. Based on in-depth interview with 50 cabin crews and enormous literature review, the researcher developed questions to measure the types and frequencies of jaycustomer’s behavior and also established theoretical framework of the study. With the theoretical framework, the researcher established the model of the study and set up the hypotheses for the study. The results of the study showed that there were positive influence on jaycustomer’s behavior on job stress and emotional exhaustion of the cabin crew. There were also positive impacts on jaycustomer’s behavior on emotional exhaustion of the cabin crew. The job stress had a positive impact on emotional exhaustion of the cabin crew. The study also found that there were mediating effect of job stress between jaycustomer’s behavior and emotional exhaustion. The study also found that job autonomy had pure moderating effect between job stress and emotional exhausting of the cabin crew.