항공사 승무원의 개인-팀적합성이 서비스 수행수준과 서비스 혁신행동에 미치는 영향: 위계적 조직문화의 조절효과를 중심으로 (The Effects of Person-Team Fit on Service Performance Level and Service Innovative Behaviors of the Airline Flight Attendants: Focusing on the Moderating Effects of Hierarchy Oriented Culture)

서지정보

· 발행기관 : 한국서비스경영학회
· 수록지 정보 : 서비스경영학회지 / 18권 / 3호 / 105 ~ 123페이지
· 저자명 : 정민주, 김지흔

초록

This study was conducted to identify the effects of perceived person­team fit, which are person­job fit, person­supervisor fit, and person­co­worker fit on service performance level and service innovative behaviors of the flight attendants. Totally 230 questionnaire data were collected from airline flight attendants and 222 data were analyzed by using SPSS version 22.0 statistics package.
The result of this study can be summarized as follows. First, each form of perceived person­team fit was positively effected to service performance level and service innovative behaviors. Second, hierarchy oriented culture did not have moderating effects between person­team fit and service performance level. Lastly, hierarchy oriented culture was shown to moderate the relationship between person­team fit and service innovative behavior.
These findings came up with enhancing person­-team fit as an effective way to improve the flight attendants' service performance level and service innovative behaviors. And this study pointed out the importance of establishing organizational culture to be able to facilitate service-oriented attitude and creative service mind.

영어초록

This study was conducted to identify the effects of perceived person­team fit, which are person­job fit, person­supervisor fit, and person­co­worker fit on service performance level and service innovative behaviors of the flight attendants. Totally 230 questionnaire data were collected from airline flight attendants and 222 data were analyzed by using SPSS version 22.0 statistics package.
The result of this study can be summarized as follows. First, each form of perceived person­team fit was positively effected to service performance level and service innovative behaviors. Second, hierarchy oriented culture did not have moderating effects between person­team fit and service performance level. Lastly, hierarchy oriented culture was shown to moderate the relationship between person­team fit and service innovative behavior.
These findings came up with enhancing person­-team fit as an effective way to improve the flight attendants' service performance level and service innovative behaviors. And this study pointed out the importance of establishing organizational culture to be able to facilitate service-oriented attitude and creative service mind.

참고자료

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