고객불량행동이 객실 승무원의 부정적 감정과 친 사회적 행동에 미치는 영향: 국내 K 항공사를 중심으로 (The Impact of Customer’s Badness Behavior on Flight Attendants’ Emotions and Pro-social Service Behavior: Focused on the Case of K Airline)

서지정보

· 발행기관 : (사)한국관광레저학회
· 수록지 정보 : 관광레저연구 / 27권 / 1호 / 175 ~ 191페이지
· 저자명 : 강동훈, 한서윤, 이재섭

초록

This study aims to determine the impact of customer‘s badness behavior upon flight attendants’ emotions and their corresponding behavioral reactions.
In order to accomplish the purpose of the study, the researcher conducted and analyzed the survey of K airline crews by using SPSS 20.0 statistics package.
The findings are as follows. First, customer's badness behavior had a positive impact on negative emotion of flight attendant. Second, it's confirmed that customer's badness behavior has a negative effect on flight attendant's job satisfaction. Third, the findings indicated that when employee’s negative emotion increased, the result was a lowered pro-social service behavior. However, there was a positive impact of pro-social service behavior on job satisfaction of flight attendant.

영어초록

This study aims to determine the impact of customer‘s badness behavior upon flight attendants’ emotions and their corresponding behavioral reactions.
In order to accomplish the purpose of the study, the researcher conducted and analyzed the survey of K airline crews by using SPSS 20.0 statistics package.
The findings are as follows. First, customer's badness behavior had a positive impact on negative emotion of flight attendant. Second, it's confirmed that customer's badness behavior has a negative effect on flight attendant's job satisfaction. Third, the findings indicated that when employee’s negative emotion increased, the result was a lowered pro-social service behavior. However, there was a positive impact of pro-social service behavior on job satisfaction of flight attendant.

참고자료

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