항공사 객실승무원의 셀프리더십이 서비스 지향성에 미치는 영향 -자기효능감의 매개효과를 중심으로- = The Effect of Flight Attendants` Self-Leadership on Service Orientation -Focused on the Mediating Effect of Self-Efficacy-

다국어 초록 (Multilingual Abstract)

This study examined the relationship among self-leadership, self-efficacy and service orientation, focusing on the mediating effect of self-efficacy. Data were collected from the questionnaire completed by 337 flight attendants of two major airlines in Korea. The main results are as follows; (1)Self-leadership have significant effects on self-efficacy, among sub-concepts natural reward and constructive thoughts gave significant influence to self-efficacy, behavior focused was neglectable. (2) Self-leadership have significant effects on service-orientation, (3) Self-efficacy have significant effects on service orientation.(4)Self-efficacy mediates the relationship between self-leadership and service orientation. This study presented practical implications related to effective human resource management of airlines, and the role of self-leadership to achieve effective service of flight attendants. Also this study gave scientific contribution by presenting theoretical implications to support previous studies by practical proof of the relationship between each concept, and useful for further study related to human resource management of airline.

참고문헌 (Reference)

1 유양호, "호텔종사원의 성격유형이 서비스지향성에 미치는 영향에 관한 연구" 23 : 215-233, 2005

2 김광근, "호텔기업 종사자의 심리적 주인의식에 관한 연구* - 직무특성과 사회적 지원을 중심으로 -" 대한관광경영학회 25 (25): 461-484, 2010

3 윤정헌, "호텔기업 종사원의 셀프리더십과 팀웍 및 서비스품질의 구조적 관계" 한국인적자원관리학회 14 (14): 147-164, 2007

4 서문식, "호텔 서비스제공자의 셀프리더십이 서비스회복과 직무만족 및 서비스품질에 미치는 영향" 한국산업경영학회 21 (21): 201-231, 2006

5 김지윤, "항공사 종사자의 셀프리더십, 조직시민행동, 심리적 자본의 관계 연구" 한국항공경영학회 10 (10): 111-129, 2012

6 김연선, "특급호텔 직원의 셀프리더십, 팀웍, 자기효능감, 직무만족, 조직몰입 및 직무성과에 관한 인과관계 연구" 한국호텔관광학회 12 (12): 97-108, 2010

7 김명옥, "컴퓨터 자기효능감이 진로결정 자기효능감에 미치는 영향에 관한 연구 - 4년제 대학 비서학 전공생을 중심으로 -" 한국상업교육학회 20 : 63-85, 2008

8 박동수, "자기유능감과 직무성과간의 관계에 대한 셀프리더십의 매개작용" 한국인사조직학회 10 (10): 135-159, 2002

9 백현, "여행사 종사원의 셀프리더십, 태도 및 고객지향성의 구조적 관계" 한국콘텐츠학회 10 (10): 398-406, 2010

10 김연선, "셀프리더십의 유형에 따른 팀웍, 직무만족 및 조직몰입과의 관계에 관한 연구: 특급호텔 Wine & Dining 을 중심으로" 한국콘텐츠학회 9 (9): 352-360, 2009

11 박종무, "서비스접점에 관한 연구: 동향 및 과제" 5 : 153-174, 1997

12 신구범, "서비스기업 종업원의 셀프리더십이 자기효능감 및 직무성과에 미치는 영향" 한국인적자원관리학회 17 (17): 91-104, 2010

13 이용기, "서비스 지향성이 직무만족과 조직몰입에 미치는 영향" 32 (32): 439-464, 1997

14 오종철, "상사의 서번트 리더십이 구성원의 자기효능감, 리더신뢰 및 서비스지향성에 미치는 영향: 행정서비스 조직을 중심으로" 대한경영학회 22 (22): 1245-1268, 2009

15 박웅열, "사회복지전담 공무원의 직무스트레스 요인이 고객지향성에 미치는 영향" 한국사회복지연구회 (38) : 93-121, 2008

16 강영식, "사회복지사의 자기효능감이 직무만족에 미치는 영향" 한국사회복지정책학회 (27) : 123-148, 2006

17 서현숙, "변혁적․거래적 리더십이 직원 만족과 서비스 지향성에 미치는 영향에 관한 연구- 항공사 캐빈승무원을 중심으로-" 대한관광경영학회 20 (20): 227-245, 2005

18 박원우, "동일방법편의(Common Method Bias)의 원인과 해결방안" 한국인사조직학회 15 (15): 89-133, 2007

19 서창적, "고객지향성 및 자기효능감이 서비스 성과에 미치는 영향 ; 콜센터 서비스 종업원을 중심으로" 한국서비스경영학회 11 (11): 285-308, 2010

20 Lovelace, K. J., "Work stress and leadership development: The role of self-leadership shared leadership, physical fitness and flow in managing demands and increasing job control" 17 : 374-387, 2007

21 Chen, G., "Validation of a new general self-efficacy scale" 4 (4): 62-83, 2001

22 Neck, C. P., "Thought selfleadership: the impact of mental strategies training on employee behavior, cognition, and emotion" 17 : 445-467, 1996

23 Neck, C. P., "Thought self-leadership: the impact of self-talk and mental imagery on performance" 12 : 681-699, 1992

24 Neck, C. P., "Thought self-leadership as a framework for enhancing the performance of performance appraises" 31 (31): 278-302, 1995

25 Lee, Y., "The structure relationships between service orientation, mediators and business performance in Korea hotel firms" 4 (4): 203-222, 1999

26 Houghton, J. D, "The revised self-leadership questionnaire: Testing a hierarchical factor structure for self-leadership" 17 (17): 672-691, 2002

27 Baron, R. M, "The moderatormediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations" 51 (51): 1173-1182, 1986

28 Hartline, M. D., "The management of customer-contact service employees: an empirical investigation" 60 (60): 52-70, 1996

29 Bligh, M. C., "The importance of self-and shared leadership in team based knowledge work: A meso-level model of leadership dynamics" 21 (21): 296-318, 2006

30 Godwin, J. L., "The impact of thought self-leadership on individual goal performance: A cognitive perspective" 18 (18): 153-170, 1999

31 Gist, M. E, "The effects of self efficacy training on training task performance" 250-254, 1986

32 Saxe, R, "The SOCO scale; A measure of the customer-orientation of sales people" 343-351, 1982

33 Manz, C. C., "Super leadership: Leading others to lead themselves" Prentice Hall 1989

34 Parkington. J. J, "Some correlates of experienced job stress: A Boundary Role Study" 22 (22): 270-281, 1979

35 Dienhart, J. R., "Service-orientation of restaurant employees" 11 (11): 331-346, 1992

36 Andrasik F, "Self-management procedures, In Handbook of organizational behavior management" Wiley 219-247, 1982

37 Manz, C. C., "Self-management as a substitute for leadership: A social learning perspective" 5 : 361-367, 1980

38 Manz, C. C., "Self-leading work teams: moving beyond self-management myths" 45 (45): 1119-1140, 1992

39 Prussia, G. E., "Self-leadership and performance outcomes: The mediating influence of self-efficacy" 19 : 523-538, 1998

40 Bandura, A, "Self-efficacy: Toward a unifying theory of behavioral change" 84 : 191-215, 1977

41 Gist, M. E, "Self-efficacy: A theoretical analysis of its determinants and malleability" 17 : 183-211, 1992

42 Bandura, A, "Self-efficacy mechanism in human agency" 37 : 122-147, 1982

43 Sadri, G., "Self-efficacy and work-related behavior: A review and meta-analysis. Applied Psychology" 42 : 139-152, 1993

44 Dilorio, C., "Self-efficacy and social support in self-management of epilepsy" 14 (14): 292-303, 1992

45 Manz, C. C, "Self-Leadership: toward and expanded theory of self-influence processes in organizations" 11 (11): 585-600, 1986

46 Manz, C. C., "Self-Leadership toward an expanded theory of self-influence process in organization" 11 (11): 585-600, 1986

47 Lytle, R. S., "SERVOR: A managerial measure of organizational service-orientation" 74 (74): 455-489, 1998

48 Manz, C. C, "New super-leadership: leading others to lead themselves" Berett-Koehler 2001

49 Manz, C. C, "Mastering Self- Leadership: Empowering yourself for personal excellence" Pearson Prentice-Hall 2004

50 Manz, C. C., "Mastering Self- Leadership" Prentice-Hall 1999

51 Bandura, A., "Differential engagement in self-reactive influences in cognitively-based motivation" 92-113, 1986

52 Earley, P. C., "Delineating goals and efficacy effects: A test of three models" 76 : 81-98, 1991

53 Podsakoff, P. M., "Common method biases in behavioral research: A critical review of the literature and recommended remedies" 88 (88): 879-903, 2003

54 Locke, E. A., "Building a practically useful theory of goal setting and task motivation: a 35-year odyssey" 705-717, 2002

55 Carver, C. S, "Attention and self-regulation: A Control-Theory Approach to Human Behavior" Springer-Verlag 1981

56 Liao, H., "A multi level investigation of factors influencing employee service performance and customer outcomes" 47 (47): 47-58, 2004