감정노동과 직무소진이 고객지향성에 미치는 영향 = The Effects of Emotional Labor and Job Burnout on Customer Orientation

국문 초록 (Abstract)

본 연구는 항공사 승무원을 대상으로 감정노동과 직무소진이 고객지향성에 미치는 영향을 살펴보고자 한다. 많은 연구자들이 서비스 종사자들의 감정노동과 소진에 관한 연구, 직무태도 및 이직의도에 끼치는 영향 등에 관한 연구는 많이 진행되어 왔으나, 감정노동과 직무소진이 고객지향성에 미치는 영향에 대한 연구는 부족한 실정이다. 이에 본 연구는 감정노동과 직무소진이 고객지향성에 어떠한 영향을 미치는지를 실증적으로 규명하고자 진행되었다.
본 연구는 감정노동과 직무소진이 고객지향성에 미치는 영향에 관한 연구로 서비스기업 종사자의 감정노동이 중요시 되고 있는 시점에서 감정노동과 직무소진에 따른 고객지향성간의 관계에 대한 새로운 인식을 제시하였으며, 고객지향성에 미치는 영향에 있어 직무 중 발생할 수 있는 소진의 매개효과를 분석하는 데에 유용한 기초자료를 제공했다는 의의가 있다.

다국어 초록 (Multilingual Abstract)

The effects of emotional labor and job burnout on customer orientation of cabin crew is to be investigated in this study. Many studies have focused on emotional labor and burnout and the effects of job attitude and turnover intention, but only a few have been made on the effects of emotional labor and job burnout on customer orientation. The objective of this study is to explain the effects of emotional labor and job burnout on customer orientation.
To investigate the effects of emotional labor and job burnout on customer orientation of cabin crew, the cabin crew of Asiana Airlines (international and domestic) were surveyed using the convenience sampling for analysis.
The main causes of emotional labor were surface acting and deep acting as suggested, and the causes of job burnout were the later three. However, two factors were extracted for customer orientation and they are titled ‘communication orientation’ and ‘convenience orientation’.
The results of this study have practical implications as follows.
While emotional labor is becoming an important factor in the labor-management field, this study shed a new light in the relation emotional labor and job burnout has on customer orientation and also provides useful data on the mediating effect that can occur during the job.
On the other hand, the results of this study have limitations as follows.
First, this study mentions only a limited type of emotional labor and to understand emotional labor thoroughly, various types of emotional labor should be considered.
Second, although there are airport services, customer centers and other customer related services in an airline, only the cabin crew have been the target of this study.
Third, it is difficult to generalize the analysis when the target of the study is limited to the crew of a particular domestic airlines.

목차 (Table of Contents)

• Ⅰ. 문제의 제기 및 연구 목적
• Ⅱ. 이론적 배경과 연구 가설
• Ⅲ. 실증분석
• Ⅳ. 결 론