earticle

영어

Domestic air transport industry is facing a variety of challenges. Whereas people in the past purchased the plane tickets through authorized agencies or package products, nowadays with the openness of information, direct purchase through the internet or mobile market changed the pattern of consumption. Also, development of LCC(Low Cost Carrier) which created new competition models and unexpected unstable situation abroad are the factors that kept the airlines change continuously. However, there is a common problem with all airlines in the middle of a wave of such changes. It is the safety and satisfaction. One of the members who provides those things in aviation industry is the cabin crew. Airlines have a strong interest in the role of cabin crew because the quality of service of an airline is determined depending on the services that they provide. Nowadays, the cabin crew has performed their duties as a team. Referring to the characteristics of in-flight environment, the place, limited resources and time could be considered. In this environment, the cabin crew is solving problems and providing services through teamwork and relationship with colleagues. Therefore, harmony and positive relationships within a team will lead to synergy effect and it is expected to improve the quality of service. The purpose of this study is to figure out the effects of flight attendant’s person-team fit on service orientation and to verify if job engagement mediate the relationship between person-team fit and service orientation. To achieve this, 300 copies of questionnaires were distributed to the cabin crews of a domestic airline company. The SPSS v.22.0 was used to analyze finally collected survey data of 276 copies. And statistical analysis techniques of factor analysis, correlation analysis, multiple regression analysis and mediated regression analysis were used to verify the hypotheses. The result of this study is summarized as follows. First, both of person-team fit and job engagement has significant relationship with service orientation. Second, it was found that job engagement mediated the relationship between person-team fit and service orientation. In conclusion the researcher mentioned that the limitations and key challenges and policy directions of the research.

한국어

본 연구는 항공사 승무원들의 팀에 속해서 인지하는 적합성(Fit)이 직무몰입과 서비스 지향성에 미치는 영향에 대해 살펴보았다. 즉, 승무원 개인이 느끼는 조화와 일치감의 정도를 팀 차원으로 접근해서 살펴보고, 그것이 직무몰 입과 서비스 지향성에 어떠한 영향을 미치는지 실증하였다. 국내 항공사 승무원 276명의 샘플을 분석한 연구 결과는 다음과 같다. 첫째, 항공사 승무원의 개인-팀 적합성이 높을수록 직무 몰입도 높게 나타났다. 둘째, 항공사 승무원의 개인-팀 적합성이 높을수록 서비스 지향성도 높게 나타났다. 셋째, 항공사 승무원의 직무몰입이 높을수록 서비스 지향성도 높게 나타났다. 넷째, 항공사 승무원의 개인-팀 적합성성과 서비스 지향성의 인과관계에서 직무몰입은 매개 역할을 하는 것으로 나타났다. 연구결과의 시사점, 한계점, 추후연구과제도 논의하였다.