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논문검색

고객의 무례함이 직무스트레스, 이직의도 및 정서적 고갈에 미치는 영향에 관한 연구 : 항공사 객실승무원을 대상으로

원문정보

A Study on the impact of Customer Incivility on Job Stress, Turnover Intention, and Emotional Exhaustion : A Case Study of Airline Cabin Crew

민소라, 곽대영

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초록

영어

The purpose of this study is to examine the impact of customer incivility experienced by cabin crew on job stress, turnover intention, and emotional depletion. We have reviewed the relationship between these variables based on literature studies, and we suggest new implications in terms of job performance and organizational management capabilities of aircraft cabin crew. For an empirical analysis, 250 questionnaires were distributed to cabin crews of two domestic major airlines. 193 of them were used for final analysis. SPSS 18.0 version and AMOS 18.0 version were used to perform frequency analysis, reliability, validity analysis, and path analysis. As a result of empirical analysis, five out of five hypotheses presented in this study were verified to be significant. However, there has not been a study about the cabin crew of the domestic LCC airline, which should be covered by further study. The study should take into account various situations such as the working conditions and environment of the cabin crew.

목차

ABSTRACT
I. 서론
II. 이론적 고찰
1. 고객의 무례함
2. 직무스트레스
3. 이직의도
4. 정서적 고갈
III. 연구방법
1. 연구 설계
2. 가설설정
3. 구성개념의 조작적 정의 및 설문지 구성
4. 자료수집 및 분석방법
VI. 실증분석
1. 응답자의 인구통계학적 특성
2. 신뢰성 및 타당성 분석
3. 가설 검정
Ⅴ. 결론
참고문헌

저자정보

  • 민소라 Min, So-Ra. 오산대학교 항공서비스과 조교수
  • 곽대영 Kwak, Dae-Young. 남서울대학교 관광경영과 교수

참고문헌

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