Earticle

초록

영어

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.

목차

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

키워드

저자

• 유정윤 [ Jungyun You | 숭의여자대학교 관광과 겸임교수 ]
• 이미혜 [ Mihye Lee | 경기대학교 관광학부 교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338