항공사 객실승무원의 변혁적리더십과 조직유효성의 관계 : 감성지능의 조절효과와 매개효과 중심으로

국문 초록 (Abstract)

본 연구는 국내외 항공사의 고객서비스를 담당하는 객실승무원이 인지한 변혁적 리더십과 조직유효성의 관계를 파악하기 위해 선행연구를 토대로 연구모형을 설정하고 감성지능의 조절효과와 매개효과에 대한 가설을 제시하였다. 본 연구의 실증분석 부분은 감성지능을 조절변수(moderator)로 보는 관점과 매개변수(mediator)로 보는 관점, 이 두 가지 모형의 상대적 설명력을 비교 분석해 보고 분석 결과에 따른 시사점과 최적의 연구모형을 분석하고자 하며 이를 통해 효율적 인적 자원의 관리와 궁극적으로 인적 자원의 서비스 경쟁력 확보방안을 제시하는데 있다.
본 논문의 연구결과를 통한 이론적 시사점은 변혁적 리더십의 하부요인은 기존 연구와 마찬가지로 카리스마, 영감적 동기부여, 지적자극, 개별배려의 네 개의 하부요인으로 요약될 수 있음을 실증적으로 확인하였고 감성지능은 네 개의 하부차원으로 요약되었으며 Wong & Law(2002)의 측정척도가 타당성이 있음을 확인하였다. 또한 변혁적 리더십과 조직유효성 간의 감성지능을 매개한 인과관계 모형은 조절효과를 적용한 연구모형보다 유용성이 떨어지는 것으로 나타났다.
본 연구의 실무적 시사점은 일반 객실 승무원(follower)이 인지한 변혁적 리더십이 조직유효성에 미치는 영향에서 감성지능 조절효과는 변혁적 리더십과 조직몰입, 변혁적 리더십과 조직시민행동 간의 관계에서 나타났는데 이는 승무원의 감성지능이 높을수록 변혁적 리더십과 조직몰입의 인과관계는 강화되는 것은 물론 리더(leader)의 변혁적 리더십과 조직시민행동 간의 인과관계도 강화되는 것을 보여주고 있다.
감성지능과 관련한 본 연구의 시사점은 본 연구가 승무원의 감성지능에 따라 인사관리전략에 차별을 두어야 함을 제안한다는 점에서 기여하고 있음을 보여주고 있다. 끝으로 본 연구는 몇 가지 한계점을 가지며 이에 대한 향후 연구가 요구된다.

핵심용어: 변혁적 리더십, 조직유효성, 직무만족, 조직몰입, 조직시민행동, 감성지능

다국어 초록 (Multilingual Abstract)

This research was planned to establish a research model on the basis of preceding studies and suggests a hypothesis of Emotional Intelligence(EQ) moderating effects and mediator effects in order to understand the relation between transformational leadership and organizational effectiveness that was recognized by Korean flight attendants in domestic and foreign airlines. There were two viewpoints in the actual proof analysis of this study: one is regarding EQ as the moderator and the other one as the mediator. We conducted comparative analysis of the relative explanation ability of these two models to investigate the implication and optimum research model on the basis of the analysis and results, and propose a service competitive power securing method for efficient resource management and ultimately for human resources in the end.
Based on the study results of this thesis, we were convinced the theoretical implication of transformational leadership sub-factors could be summarized by four sub-factors like charisma, inspirational motivation, intellectual stimulation, and individualized consideration as had been already revealed in the preceding studies. EQ could also be summarized by four sub-dimensions, and the Wong & Law(2002) measurement scale that was used for the EQ between transformational leadership and organizational effectiveness as a moderator was feasible. In addition, the causal relation model of EQ as the mediating effect appeared less useful than the moderating effect based study model.
According to the practical implications of this research, regarding the effect of follower recognized transformational leadership on the organization effectiveness, the EQ moderator effect appeared in the relation not only between transformational leadership and organizational commitment but also between transformational leadership and organization citizenship behavior.
The above finding is indicating the higher the follower EQ, the stronger the causal relation between transformational leadership and organizational commitment and the stronger the causal relation between leader's transformational leadership and organization citizenship behavior. Accordingly, from the standpoint of organizational human resource management, the personnel manager should try to secure human resources that have a high ability of understanding, utilizing, and controlling others' emotions through strict member selection as well as sensibility education and training programs. In particular, this EQ related study is implicating we must diversify the personnel management strategy subject to the member EQ level for research. Finally, this study had some limitations, so further study is necessary on that point.

Keywords: Flight Attendant, Transformational Leadership, Job Satisfaction, Organizational Commitment, Organization Citizenship Behavior, Emotional Intelligence.

목차 (Table of Contents)

• 목 차
• 국문초록 Ⅵ
• Abstract(영문초록) Ⅷ
• 제 1 장 서론 1
• 제 1 절 문제의 제기 1
• 제 2 절 연구의 목적 5
• 제 3 절 연구의 구성 6
• 제 2 장 이론적 배경 8
• 제 1 절 리더십 이론 8
• 1. 리더십 이론의 변천과정 8
• 2. 리더십 제 이론 11
• 3. 변혁적 리더십(Transformational Leadership) 20
• 1) 변혁적 리더십의 개요 20
• 2) 변혁적 리더십의 구성요소 22
• 제 2 절 직무만족 27
• 1. 직무만족의 개요 27
• 2. 직무만족의 측정요인 29
• 3. 직무만족의 선행연구 30
• 제 3 절 조직몰입 31
• 1. 조직몰입의 개요 31
• 2. 조직몰입의 구성요소 33
• 3. 조직몰입의 선행변수와 결과변수 35
• 4. 조직몰입의 측정 36
• 제 4 절 조직시민행동 37
• 1. 조직시민행동의 개요 37
• 2. 조직시민행동의의 구성요소 40
• 3. 조직시민행동의의 선행변수 41
• 제 5 절 감성지능 43
• 1. 감성지능의 개요 43
• 2. 감성지능의 구성요소 45
• 3. 감성지능의 선행연구 49
• 제 6 절 요약 및 연구의 개념적 틀 52
• 제 3 장 연구가설과 연구모형 53
• 제 1 절 연구가설 53
• 1. 변혁적 리더십과 조직유효성의 관계 53
• 1) 변혁적 리더십과 직무만족 54
• 2) 변혁적 리더십과 조직몰입 57
• 3) 변혁적 리더십과 조직시민행동 60
• 2. 변혁적 리더십과 조직유효성 및 감성지능의 관계 62
• 1) 감성지능의 조절효과 62
• 2) 감성지능의 매개효과 66
• 제 2 절 연구모형 71
• 1. 조절효과 모형 1 71
• 2. 매개효과 모형 2 72
• 제 4 장 연구방법 73
• 제 1 절 설문개발과 조사설계 73
• 제 2 절 변수의 조작적 정의와 측정 74
• 1. 변혁적 리더십 74
• 2. 직무만족 75
• 3. 조직몰입 75
• 4. 조직시민행동 76
• 5. 감성지능 78
• 제 5 장 실증 분석 및 결과 79
• 제 1 절 표본의 특성 79
• 제 2 절 인구통계학적 변수에 따른 평균차이 분석 80
• 1. 연령에 따른 평균값 비교 80
• 2. 학력에 따른 평균값 비교 81
• 3. 월수입에 따른 평균값 비교 82
• 4. 직급에 따른 평균값 비교 83
• 5. 근무연수에 따른 평균값 비교 84
• 제 3 절 변혁적 리더십과 조직유효성 연구모형 85
• 1. 단일차원성과 신뢰성 분석 85
• 2. 탐색적 요인분석 85
• 3. 확인요인분석 86
• 4. 주요 잠재변수의 정규성 검정 90
• 5. 요인간의 상관행렬분석 91
• 6. 가설검정 92
• 제 4 절 감성지능의 조절효과와 매개효과 96
• 1. 감성지능의 조절효과 검정 96
• 1) 조절효과모형의 분석결과 97
• 2. 감성지능의 매개효과 검정 98
• 1) 매개효과모형의 분석결과 101
• 제 6장 결론 106
• 제 1 절 연구결과 요약 및 시사점 106
• 제 2 절 연구의 한계와 미래 연구방향 112
• 참고문헌 113
• 부록_설문지 145

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