항공사 객실승무원의 감정노동이 친사회적 행동에 미치는 효과

• 영문명: The effects of flight attendants' emotional labor on Pro-social behavior: Mediating Effect of Job Engagement
• 발행기관: 관광경영학회
• 저자명: 유예경 김재홍 김인신
• 간행물 정보: 『관광경영연구』제23권 제1호, 627~643쪽, 전체 17쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2019.01.31

영문 초록

The purpose of the current research is to investigate important roles of emotional labor(deep acting and surface acting) influencing flight attendants' job engagement and pro-social behavior. Additionally, the mediating effect of job engagement on the relationships between flight attendants’ emotional labor and their pro-social behavior is verified. Based on existing studies, the hypothesized model was proposed and data were collected via field survey. To empirically test the conceptual model proposed, the data from a total of 238 flight attendants' gained. were analyzed using structural equation modeling. The findings of data analysis showed that flight attendants’ deep acting had a positive effect on job engagement and pro-social behavior; however, surface acting negatively influenced job engagement only. The mediating effect of job engagement was significant only on the relationship between flight attendants’ deep acting and their pro-social behavior. Based on the findings of this study, specific guidance was provided for the department of human resource management in the airline industry.

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경

Ⅲ. 연구설계

Ⅳ. 실증분석

Ⅴ. 결 론

참고문헌

키워드

Flight Attendant Emotional Labor Job Engagement Pro-Social Behavior