항공사 객실승무원의 직무스트레스 요인과 심리적 소진이 서비스지향성에 미치는 영향

• 영문명: The Effect of Job Stressors and Psychological Burnout of the Flight attendant on Service Orientation
• 발행기관: 관광경영학회
• 저자명: 한수연 김정희
• 간행물 정보: 『관광경영연구』제24권 제7호, 473~492쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2020.12.31

영문 초록

The purpose of this study is to identify the impact of job stressors and psychological burnout of the flight attendants on service orientation. This study suggests that flight attendants can prevent psychological burnout and improve service orientation. A total of 280 flight attendants were randomly chosen in January 2020. Of the 280 questionnaires distributed, 268 questionnaires were returned. Due to missing 12 questionnaires were excluded. Consequently, 256 surveys were retained for analysis using SPSS 21.0 for the analysis by frequency, reliability, factor, and multi-regression. The results of the study are as follows. First, flight attendants’ job stressors had an effect on psychological burnout. Second, flight attendants’ psychological burnout had a significant effect on service orientation. Third, flight attendants’ job stressors did not affect service orientation. Flight attendant is typically an important factor in determining the quality of service for airlines. So personnel managers should seek ways to reduce psychological burnout by reducing the job stressors of flight attendants. Also airlines need training programs that can reduce psychological burnout, such as mental training programs and mind-set training programs.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결론 및 시사점

참고문헌

키워드

Job Stressor Psychological Burnout Service Orientation Flight Attendant