This study provides the importance of designing display rules to ease emotional labor of airline cabin crew and a preview point of a way of increasing the customer orientation so that it will be useful to establish a strategy for organization management of airline cabin crew. As the result of regression analysis, it was adopted by three hypotheses; that Emotional display rules of the airline cabin crew have a meaningful effect on emotional labor Hypothesis 1, emotional labor has a meaningful effect on customer orientation Hypothesis 2, Emotional display rules has a meaningful effect on customer orientation Hypothesis 3. The findings from the analysis shows when the cabin crew performs emotional labor and customer orientation by display rules will be increased if airlines constantly modify and complement customer handling manuals at current point by the process of recognizing whether the problems occur or not and correction of them.. And regardless of a performing way of cabin crew's emotional labor, it showed that deep acting and surface acting both have a positive effect on customer orientation. Therefore this result suggests that cabin crew as well as airlines should look and evaluate it with a positive view although emotional labor has been considered with a negative view until now.
ABSTRACT Ⅰ. 서론 Ⅱ. 이론적 배경 1. 항공사 객실승무원의 감정표현규범 2. 감정노동 3. 고객지향성 Ⅲ. 연구조사 설계 1. 연구모형 2. 변수의 조작적 정의 및 연구가설 3. 설문지 구성 4. 자료수집 및 분석방법 Ⅳ. 실증분석 1. 조사대상의 특성 2. 타당성 및 신뢰도 검증 3. 가설 검증 Ⅴ. 결론 참고문헌
상호: 주식회사 학술교육원 I 대표: 노방용 I 사업자등록번호: 122-81-88227 I 통신판매업신고번호: 제2008-인천부평-00176호 I 정보보호책임자: 이두영
주소: (21319)인천광역시 부평구 영성중로 50 미래타워 701호 I 전화: 0505-555-0740 I 팩스: 0505-555-0741 I 이메일: firstname.lastname@example.org