Earticle

초록

영어

This study conducted a questionnaire survey of airline flight attendants. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about three months from August 2018 to October 2018. 272 questionnaire copies were used for data analysis. As a result of testing hypotheses, first, it was found that customer dysfunctional behavior perceived by airline flight attendants had significant positive (+) effects on their job burnout, implying that the higher the perceived customer dysfunctional behavior, the higher the burnout. Second, it was found that airline flight attendants’ job burnout had significant negative (-) effects on their organizational citizenship behavior. Lastly, it was found that the effects of customer dysfunctional behavior on job burnout varied according to the degrees of perceived organizational support, and thus the moderating effect of perceived organizational support was confirmed. This study carries significant theoretical implications in that it identified the moderating effect by using as a moderator variable the perceived organizational support, which is a variable that had scarcely been dealt with by the existing studies on airline flight attendants in connection with the relationship between customer dysfunctional behavior and job burnout.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 고객불량행동
2. 직무소진
3. 조직시민행동
4. 조직후원인식
Ⅲ. 연구설계
1. 연구모델
2. 가설의 설정
3. 변수의 조작적 정의 및 측정변수
Ⅳ. 분석결과
1. 표본의 인구통계적 특성
2. 측정변수의 신뢰도 및 타당도 검증
3. 측정척도의 단차원성 평가
4. 측정모델의 평가
5. 연구모델의 평가 및 가설의 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 이명숙 [ Myungsuk Lee | 김천대학교 항공서비스학과 조교수 ]

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