홀로 일하기: 열차승무원의 1인근무가 직장 내 정서 및 친사회적 서비스행동에 미치는 영향 연구 = Working alone: Effects of train attendants’ solo work on workplace affect and pro-social service behavior

다국어 초록 (Multilingual Abstract)

With the nationwide expansion of high-speed rail networks, rail passenger services have become a key mode of transportation in South Korea. Consequently, the role of train crew members at the customer interface has grown in importance for providing stable and high-quality service. A distinctive characteristic of the work structure for train crew members in South Korea is that they typically work alone. According to existing literature on work types, group-based work tends to have a more positive impact on employees' motivation and outcomes compared to solo work. However, little research has examined the effects of solo work in the specific context of train crew operations. This study, based on social comparison theory and affective events theory, aims to investigate the differences in prosocial service behavior between solo-working and group-working crew members. Additionally, it explores the mediating role of workplace affect and the moderating effect of perceived promotion opportunities in this relationship. Data were collected from 201 train crew members (solo work) and airline cabin crew members (group work), and regression analysis was conducted. The results indicate that train crew members working alone exhibited lower levels of prosocial service behavior compared to those working in groups. Furthermore, solo workers experienced lower levels of learning and higher levels of feelings of isolation in the workplace. These emotions were found to mediate the impact of solo work on prosocial service behavior. Finallyl, the positive influence of perceived promotion opportunities on prosocial service behavior was stronger for solo-working train crew members. Based on these findings, this study provides theoretical contributions to the relevant research field and offers practical implications for railway passenger service organizations aiming to enhance the quality of service provided by train crew members.