항공사 객실승무원이 지각한 심리적 임파워먼트가 서비스지향성에 미치는 영향 : 심리적 주인의식의 매개효과를 중심으로

다국어 초록 (Multilingual Abstract)

ABSTRACT


The Effect of Flight Attendant's Perceived Psychological Empowerment on Their Service-Orientation.

- Focused on the Mediating Effect of Psychological Ownership -


Shim, Ji Youn
Department of Tourism Management
The Graduate School of Tourism
Sejong University


The quality of airline services depends heavily on its Human Resources, and the role of flight attendants who directly encounters the customers is important. A distinctive characteristic of airline services is that the flight attendants must encounter with customers continuously for a relatively long hours. Therefore, the psychological states of flight attendants have an influence on their service attitudes. This study observes the effect of flight attendant’s perceived psychological empowerment on their psychological ownership and service-orientation. The purpose of the study is to promote the growth of human resources management of flight attendants.
The followings are the results and implications from this study.
First, it is found that the psychological empowerment’s meaning, competence and impact have significant effects on service-orientation but self-determination has no significant effect on service-orientation. As the result indicates, psychological empower ment influences flight attendant’s service-oriented attitude and mind and suggests that it should be considered as an important component in HR management. The result derived from self-determination indicates that restraints such as rules and manual on flight attendants prevent them from providing self-imposed services.
Secondly, it is found that the meaning, competence and impact of psychological empowerment have significant effects on psychological ownership, but self-determination has no significant effect on psychological ownership. The study also indicates that psychological ownership mediates the relationship between psychological empowerment and service-orientation. The result implies that the manager should provide an environment which promotes psychological ownership for flight attendants so that the organizations can effectively collect and reflect the suggestions from the site and ultimately improve their services.
Thirdly, the psychological ownership is found to have a significant effect on service-orientation. The study suggests that psychological ownership promotes service-oriented attitude and mind in providing services.
Lastly, the result indicates that the level of psychological ownership decreases as working years increases. As the flight attendants become accustomed to the work, they encounter many experiences such as finding the work environment lacking incentive, experiencing frustration and failing in the organization. Therefore, appropriate incentive and compensation other than promotion and continuous education which promotes their work responsibilities must be provided. According to this study, the flight attendant’s perceived empowerment has an effect on service-orientation and psychological ownership. The study indicates that working with psychological ownership has a mediating effect of having service-oriented attitude, and therefore, psychological empowerment in flight attendants is very important in airline business and HR management. It also suggests that basic demographic characteristics of flight attendants must be taken into account when developing and applying an empowerment program in airline services.

목차 (Table of Contents)

• 제1장 서론
• 제1절 문제의 제기 = 1
• 제2절 연구의 목적 = 4
• 제3절 연구의 방법 및 구성 = 5
• 제2장 이론적 배경
• 제1절 항공운송 서비스 = 6
• 1. 항공운송 서비스의 특징 = 6
• 2. 항공사 승무원의 중요성 = 7
• 제2절 심리적 임파워먼트 = 8
• 1.심리적 임파워먼트의 형성배경 = 8
• 2.심리적 임파워먼트의 구성개념 = 11
• 3.심리적 임파워먼트의 중요성 = 13
• 4.항공 산업에 있어서의 심리적 임파워먼트 연구 = 15
• 제3절 심리적 주인의식 = 16
• 1.심리적 주인의식의 정의와 구성개념 = 16
• 2.심리적 주인의식의 발생근원 = 18
• 3.심리적 주인의식의 발생경로 = 21
• 4.심리적 주인의식의 효과 = 22
• 5.심리적 주인의식에 대한 선행연구 = 24
• 제4절 서비스 지향성 = 29
• 1.서비스 지향성의 개념 = 29
• 2.직원 서비스 지향성 = 31
• 3.직원 서비스지향성의 구성요소 = 33
• 4.직원 서비스지향성의 중요성 = 35
• 제5절 구성개념간의 관계 = 37
• 1.심리적 임파워먼트와 서비스 지향성간의 관계 = 37
• 2.심리적 임파워먼트와 심리적 주인의식간의 관계 = 39
• 3.심리적 주인의식과 서비스 지향성간의 관계 = 40
• 제3장 연구 설계
• 제1절 연구 모형 및 가설 설정 = 42
• 1.연구 모형 = 42
• 2.가설 설정 = 43
• 제2절 변수의 조작적 정의 = 47
• 1.심리적 임파워먼트 = 47
• 2.심리적 주인의식 = 47
• 3.서비스지향성 = 48
• 제3절 설문지 구성 = 48
• 제4절 조사 설계 = 51
• 1.표본 설계 = 51
• 2.실증분석 방법 = 52
• 제4장 실증분석
• 제1절 표본의 일반적 특성에 대한 분석 = 53
• 제2절 가설 검증을 위한 예비분석 = 55
• 1.심리적 임파워먼트의 탐색적 요인분석 및 신뢰도검증 = 57
• 2.심리적 주인의식의 탐색적 요인분석 및 신뢰도검증 = 58
• 3.서비스 지향성의 탐색적 요인분석 및 신뢰도검증 = 59
• 4.변수의 기술통계 = 61
• 제3절 가설 의 검증 = 62
• 1.가설 검증 = 63
• 2.표본의 일반적 특성의 차이검증 = 74
• 3.연구가설 검증 결과 요약 = 87
• 제5장 결론
• 제1절 연구의 요약 및 시사점 = 89
• 1.연구의 요약 = 89
• 2.연구의 시사점 및 제언 = 91
• 제2절 연구의 한계 및 향후 연구 방향 = 98
• 참고문헌
• 1.국내문헌 = 99
• 2.국외문헌 = 103
• 설문지 = 109
• ABSTRACT = 115