항공사 객실승무원의 스트레스가 조직몰입에 미치는 영향

Abstract

이 연구는 항공사 객실승무원의 스트레스가 조직몰입에 미치는 영향을 검증함으로써 항공사 객실승무원의 스트레스 대처 및 관리프로그램 개발에 중요한 단서를 제공하여 고객서비스 만족을 높일 수 있는 직무환경을 만드는데 기여하고자 착수되었다. 이를 위해 스트레스의 요인을 직무와 비직무스트레스로 나누어 분석하고, 요인별로 스트레스가 조직몰입에 미치는 영향을 분석한 결과, 스트레스 요인과 조직몰입의 요인에 따라 미치는 영향이 각각 다르게 나타났다. 이러한 결과는 스트레스가 조직몰입에 늘 부정적 영향만을 미치는 것은 아니며, 그 요인에 따라 조직몰입을 하는데 오히려 좋은 영향을 미치기도 한다는 것을 말해준다. 이는 항공사 객실승무원의 직무특성을 반영하여, 역기능적 스트레스를 최소화하고 순기능적 스트레스를 강화할 수 있는 스트레스 관리 프로그램과 스트레스 지표의 개발이 필요하다는 것을 시사한다.

Since the 1970s, the service industry in majority of OECD countries has witnessed qualitative growth. Likewise, in 1978, with the release of the US Airline Deregulation Act, the aviation service industry also reinforced the importance of service management. The changing perception of service expectations has influenced the importance of airline’s image of human services in relation to the department of human resources. Flight attendants are the integral human resources for airline service. Therefore, organizations need specific measures and strategies where their flight attendants’ stress levels are analyzed, calculated and also minimized in order for effective service development. This research is based on the results from Korean Air flight attendants, where stress factors and other personal traits were surveyed. In addition to the stress factors within the job, these stress factors were further extracted by different categories and were organized into how they were related to organizational commitment. Also the relationship between personal traits and organizational commitment were analyzed through ANOVA analysis. Through the analysis, results showed how these personal traits also influenced the organizational commitment. The results from this study reflect the attributes of the job of cabin attendants that they work according to different monthly schedule and can spend time in various places. Furthermore, the research indicates that different personal lives can influence different levels of stress that is immersed within the organization. The results showed the important need of developing the stress management program for airline cabin crews who provide face to face human services. Moreover, the refresher courses that consider the personal traits should be prepared. It is because from these programs, the service can further be developed to a more effective and efficient service performance for both the customers and company.