항공사 객실 승무원의 핵심역량이 기업 성과에 미치는 영향

다국어 초록 (Multilingual Abstract)

This study discusses how flight attendant's core competence affects corporate performance. The study aims at helping airlines to develop a new way of recruiting and training flight attendants by introducing the concept of core competence. The study also attempts to enable an authentic sense of strategic development of human resources so that development of human resources based on the core competence model can be organically related to the efforts to change, transform, and innovate the entire organization.
The study first examined precedent studies and presented theoretical studies and backgrounds on the concepts and their interrelationship. For positive analysis, a preliminary research was conducted, and according to the results, the main research measured five dimensions of core competence extracted from the precedent studies, that is, personal characteristics, task performance, interpersonal relation, management, and problem solving.
After verifying reliability and validity of concepts for this study, the researcher constructed personal characteristic competence of flight attendants with 5 factors of job positivity, image management, self-control, affinity, and foreign language proficiency. Task performance competence was composed of 3 factors of accuracy, initiative, and achievement orientation, while interpersonal relation competence had 4 factors of interpersonal understanding, customer orientation, relationship formation, and influence. Management competence was composed of 4 factors of teamwork & cooperation, training others, command, and team leadership, whereas problem solving competence was composed of 2 factors of conceptual thinking and analytical thinking. On the other hand, corporate performance was composed of 3 factors of employee satisfaction, customer satisfaction, and management performance.
The study adopted frequency analysis and descriptive statistics in order to identify the distribution ratio of respondents by each measured item, and to guarantee that each measured item is located within the normal distribution. By employing factor analysis, one of the multivariate analyses, variables that compose core competence and corporate performance were analyzed. Reliability analysis was used to confirm that these factors consisted of homogeneous variables. The hypothesis was verified through multi-regression analysis using the SPSS 12.0 statistics package program. In order to verify differences in core competence by demographic characteristics, T-test and ANOVA were employed.
The verification of differences in core competence by demographic characteristics showed that personal characteristics were different in image management, self-control, and affinity by gender, while they were different in image management by age. Educational background, current position and main task affected job positivity, image management, and self-control. On the other hand, the term of employment affected job positivity, image management, and affinity. In terms of task performance competence, accuracy, initiative, and achievement orientation were found to be different depending on gender and main task. It was found that age and marital status affected initiative while current position affected accuracy and initiative. In terms of interpersonal relation, gender affected relationship formation and understanding others, while age influenced understanding others, and marital status influenced customer orientation and influence. Educational background had influence on customer orientation, and term of employment affected customer orientation, relationship formation, and influence while current position influenced customer orientation, interpersonal understanding, and influence. Main task affected customer orientation, relationship formation, interpersonal understanding, and influence. In terms of management competence, age influenced teamwork & cooperation and team leadership, while age affected team leadership. Marital status affected command and team leadership, whereas educational background affected teamwork & cooperation, and training others. The term of employment influenced teamwork & cooperation, command, and team leadership. Current position had influence on training others and team leadership, while main task affected teamwork & cooperation , training others, command, and team leadership. In terms of problem solving, gender and main task affected analytical thinking and conceptual thinking, while age, educational background, the term of employment and current position were found to influence analytical thinking.

목차 (Table of Contents)

• Ⅰ. 서 론 1
• 1. 문제의 제기 1
• 2. 연구의 목적 2
• 3. 연구의 내용 및 방법 2
• Ⅱ. 이론적 배경 4
• 1. 핵심역량의 정의 4
• 2. 항공사 객실 승무원의 핵심역량 23
• 3. 기업성과 28
• Ⅲ. 연구 설계 및 조사 방법 29
• 1. 연구모형의 설계 29
• 2. 연구가설 32
• 3. 조사 대상 및 조사 설계 34
• Ⅳ. 실증 연구 37
• 1. 인구통계학적 특성 37
• 2. 측정변수의 신뢰성 및 타당성 검증 38
• 3. 인구통계적 특성에 따른 핵심역량 차이분석 45
• 4. 가설의 검증 및 결과의 해석 58
• Ⅴ. 결 론 73
• 1. 연구 결과의 요약 및 시사점 73
• 2. 연구의 한계점 및 향후 연구 방향 77
• 설 문 지 78
• 참고문헌 86
• SUMMARY 90