항공사 종사원의 심리적 임파워먼트와 서비스 행동 연구 = 성격(DISC)의 조절효과를 중심으로

다국어 초록 (Multilingual Abstract)

The object of this study is to examine the relationship between empowerment & service behavior of airline employees using DISC behavioral instrument. Regression analysis & one-way ANOVA test for data analysis were used. A total of 258 airline employees were r&omly chosen in the spring of 2011. The results of the study demonstrated that empowerment has a significant effect on service behavior of airline employees. Specifically, S type using DISC measurement has a significant effect on the relationship between empowerment & service behavior of airline employees. As a result, the present study highlights that empowerment of airline employee can be a critical factor in developing airline service & full underst&ing of personality may be a useful marketing tool in airline industry.