항공사 객실승무원의 직무소진이 직무만족에 미치는 영향

Abstract

As the number of people traveling by air is increasing due to recent lifestyle changes, market entry of low-cost airlines, and income growth, the aircraft has become a common transportation means, so the aviation industry is expected to continue to develop. Flight attendants represent the image of the airline because they work closely with customers. Therefore, the service they provide can be a core competency to generate profits of the airline if they satisfy customers with excellent service and lead them to loyal customers. For that reason, airline managers should not overlook the fact that the job satisfaction of airline cabin crew as the airline's internal customers can increase consumer satisfaction and improve organizational performance. The main goal of this study is to find out what organizational support has a moderating effect on the relationship between flight attendants' job burnout and satisfaction. To accomplish the goal, both literature review and empirical research were conducted. As an empirical method, a survey of flight attendants in A Airlines and B Airlines was carried out from June 30 to July 30, 2019. This study established two hypotheses: the relationship between job satisfaction and burnout; the moderating effects of organizational support on the relationship. To prove them, frequency analysis, reliability analysis, factor analysis, correlation analysis, and multiple regression analysis were performed using SPSS 20.0. More specifically, regression analysis was performed to support the former hypothesis, and Baron and Kenny(1986)'s control regression analysis was used to support the latter hypothesis. The result was that emotional exhaustion, depersonalization, and reduced personal accomplishment were the factors of job burnout and that except for emotional exhaustion, the factors had a significant impact on job satisfaction. The moderating effect of organizational support was also identified regarding the relationship between job burnout and satisfaction. The organizational support is composed of evaluation support, material support, and emotional support. It was confirmed that among these three components, the evaluation support had a significant influence on the deterioration of achievement, which is a factor of job burnout. The results of this study imply the following; Firstly, it has been proved that job exhaustion will have a negative impact on job satisfaction, suggesting that if a cabin crew feels dissatisfied with the job, it can lead to dissatisfaction with the customer, and further adversely affect the performance of the company. Secondly, since airlines are highly human-dependent industries, efforts should be made to actively reflect crew grievances for long-term efficient human resource management, to ensure that the managers deal with passengers' complaints to prevent any emotional conflict between the passengers and the crew, and to systematically resolve problems on the crew's side. Thirdly, flight attendants are not sympathetic to the emotional interest and support of the company or managers, but rather feel burdened considering it as the employee surveillance. This shows that the airline company should seek to develop its organizational culture for the flight attendants and build ties between them and their managers. Fourthly, for the airline crew, the airline must establish fair and unbiased standards and have a systematic assessment system to evaluate the crew. The crew's job satisfaction will improve when the company achieves the fairness of the promotion by systematizing the promotion process so that the crew is well aware of it and reward them. Finally, this study indicate that further studies are needed because the results depend on the time and sample of a survey conducted to explain the flight attendants' job burnout and satisfaction. To overcome this study's limitations, further empirical research that reflects seasonality or other types of qualitative research are also required. This study will be meant as an opportunity for further research on organizational support and a starting point for a new study.