사회적지지 및 자기효능감이 항공사 승무원의 긍정적 정서표현에 미치는 영향 = Effects of Social Support and Self-efficacy on Positive Emotional Displays among Flight Attendants

다국어 초록 (Multilingual Abstract)

The purpose of this study is to investigate the effect of social supports (supervisor support, colleague support) on flight attendants` self-efficacy and positive emotional displays. Using data obtained from a survey of 419 flight attendants of a major airline company in south Korea. The results are as follows: Supervisor`s support is not directly correlated with both employ`s self-efficacy and their positive emotional displays. This observation produced the opposite effect to what was intended mainly because of airlines` distinctive characteristics including importance of customers` opinion. On the contrary, colleagues` support is directly correlated with self-efficacy and positive emotional displays. These results demonstrate the importance of colleagues` support among flight attendants. Finally, self-efficacy enhance positive emotional displays. These results imply that service organizations such as the airline companies need to pay attention to colleagues` support and self-efficacy, rather than supervisor`s support, to improve service performance.

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