항공사 승무원의 긍정심리자본이 마음챙김과 고객지향성에 미치는 영향: 감정부조화의 매개효과를 중심으로

Abstract

To provide a rationale for implementation of positive psychological capital, the relationships between flight attendants' positive psychological capital and emotional dissonance and mindfulness, customer-orientation have been investigated in this study. Based on analysis of responses obtained from 212 flight attendants of airline, it was found that self-efficacy, hope, optimism, resilience was negatively related to emotional dissonance. Additionally, emotional dissonance was positively associated with mindfulness but was negatively associated with customer-orientation. Finally, Mindfulness was positively related to customer-orientation. The findings of this study suggest that development of positive psychological capital and training on emotional dissonance and mindfulness can bring about positive work outcomes for attendants performing emotional labor.