항공사 객실승무원의 피로도, 개인업적이 직무만족, 직무성과 및 서비스회복에 미치는 영향


Effect of Fatigue and Personal Accomplishment on Job Satisfaction, Job Performance and Service Recovery performance for Flight Attendant

박민희, 이재곤, 박운서

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The purpose of this study is to examine the relationships among fatigue, personal accomplishment, job satisfaction, job performance and service recovery performance of flight attendant. Based on this aim, the data is collected form the flight attendants who are engaged in airline work at two major airlines in Korea. The main results are as follows; First, fatigue has positive influence with job satisfaction. Second, personal accomplishment has a positive effect on job satisfaction. Therefore, it could improve flight attendant's concentration and goal consciousness and promote the efficiency on duty. Third, job satisfaction has statistically significant effect on job performance and service recovery performance. This study can conclude that flight attendants' positive perspective on their duty increases job performance and service recovery performance. That is, active attitude on duty can improve flight attendant's satisfaction and relationship with customers. and finally escalate flight attendants' satisfaction and service recovery performance.


 Ⅰ. 서론
 Ⅱ. 이론적 배경
  1. 피로도
  2. 개인업적
  3. 직무만족
  4. 직무성과
  5. 서비스회복
 Ⅲ. 연구설계
  1. 연구모형
  2. 연구가설 설정
  3. 연구변수의 조작적 정의 및 측정변수
  4. 자료수집 및 분석방법
 Ⅳ. 분석결과
  1. 인구통계적 특성
  2. 요인분석과 신뢰도 분석
  3. 가설 검증
 Ⅴ. 결론


  • 박민희 Minhee Park. 경기대학교 관광경영학과 박사과정
  • 이재곤 Jaegon Lee. 경기대학교 관광경영학과 교수
  • 박운서 Woonsuh Park. 경기대학교 관광경영학과 외래교수


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