Earticle

본 연구의 목적은 객실승무원의 직무역량과 경영성과에 미치는 선행요인으로 전략적인 인적자원관리를 선 정하여 각 변수들 간의 인과관계를 알아보는 것으로 항공사의 서비스 품질에 많은 영향을 주는 인적자원의 전략적인 관리를 통해 객실승무원의 직무역량을 관리하여 경영성과에 긍정적이고 효과적인 방향을 제시하는 것이다. 본 연구의 목적을 달성하기 위해 전략적 인적자원 관리와 직무역량, 경영성과에 대한 문헌을 검토한 후 객실승무원을 대상으로 한 실증연구를 수행하였으며 분석결과 전략적 인적자원관리 중 교육훈련과 보상 관리는 직무역량에 긍정적인 영향을 미쳤으나 경력관리는 직무역량에 영향을 미치지 않는 것으로 나타났으 며 직무역량은 경영성과에 긍정적인 영향을 미치는 것으로 나타났다.

The purpose of this study is to find out the effect of strategic human resource management of airline cabin crew on job competency and business performance in crisis situations. Due to COVID-19, airlines are experiencing a lot of difficulty, and their employees are also suffering. It is also difficult for many airlines to manage their human resources. They took a leave of absence or job relocation for human resource management. It can be said that it is important to prevent the turnover of good talent and to manage the competencies of employees. This study was targeted at airline cabin crew and 275 were surveyed. The validity of the study was secured through confirmatory factor analysis, and the hypothesis was tested with structural equation modeling. As a result of the empirical study, it was found that education and training and compensation management had an effect on job competency. However, career management did not affect job competency. Job competency was found to affect business performance. As a result of the empirical study, it was found that the strategic human resource management of cabin crew affects the non-financial management performance of airlines. As a result, the purpose of this study is to help airlines' strategic human resource management and suggested that the job training of cabin crew focused on safety and hospitality should be further subdivided and that a program for career management is needed. And it was suggested that a study on the strategic human resource management of cabin crew is necessary.

This study has the purpose of analyzing the influencing relationship between organizational commitment, job satisfaction, and turnover intention with the entrepreneurship of the hotel and investigating a mediated effect of organizational commitment between entrepreneurship, job satisfaction, and turnover intention. For achieving this purpose, we established workers of above a five-star hotel in Seoul as a population of this study and extracted 282 copies of specimen at all through convenience sampling method among Non-probability sampling methods and used it for final analysis. Programs we used for statistical analysis were SPSS v.23 and AMOS v.23 and we did fluency analysis, validity and believability analysis, and analysis of paths. Examining the result of the study, first, the entrepreneurship of the hotel has a positive effect on organizational commitment. Second, it has a positive effect on job satisfaction but can't have it on turnover intention. Third, we can find that organizational commitment has a positive effect on job satisfaction but has a negative effect on turnover intention. Finally, we can check that organizational commitment functions as a medium in the relationship between the entrepreneurship of hotels, job satisfaction, and turnover intention. Through this result, we want to provide a clue for solving problems of managing a personnel organization, which is the main cause for occupying sustainable competitive advantages of the hotel business.

The purpose of this study is to investigate the relationship between the work-life conflict, job satisfaction, job stress, and customer orientation of cabin crew. To achieve the purpose of the study, a survey was conducted from November 5, 2019 to December 20, 2019, targeting the cabin crew of a FSC. The collection method used both online and offline methods. A total of 214 copies were used for empirical analysis. Frequency analysis, validity and reliability analysis of measurement tools, and path analysis were performed using SPSS v.23 and AMOS v.22 programs. Hypothesis test result, the cabin crew's work and life conflict affects job satisfaction(-) and job stress(+). It was found that job satisfaction had a significant positive(+) effect on customer orientation. However, it was found that job stress did not significantly affect customer orientation. As a result of this study suggests one method of managing cabin crew for airlines, which can be used as one of the airline's strategic human resource management. This study inform that work and life conflict, like other jobs, is a good way to improve productivity and passenger satisfaction.

The purpose of this study is to investigate the supervisory and peer support among cabin crew' s Job-satisfaction, Customer Orientation in airline crew to improve the service performance by managing the cabin crew efficiently. Colleagues are very important for service at service encounter. Data were collected from Korean based Full Serviced Carrier korean cabin crew. In this study, supervisory support and peer support had positive effect on job satisfaction and Satisfaction had positive effect on customer orientation. Also, peer support had positive effect on customer orientation. However, supervisory support had not effect on customer orientation. Thus, this study could suggest implication as follow. Airline manager may try to control to encounter supervisor as support airline cabin crew

The purpose of this study is to investigate the impact of stereotypes on emotion and cohesiveness when domestic flight attendants perform in-flight duties with foreign crew from various cultures. In order to prove this carried out survey for 266 airline cabin crews and were analyzed by using SPSS version 21.0 and AMOS version 21.0 program. As a result, it was found that there are differences between countries in recognizing the characteristics of other cultural crews through stereotypes of each member. In addition, although the different characteristics of stereotypes of different countries have had a direct and indirect effect on cohesiveness, sincerity has had a direct effect on cohesiveness in all countries. Therefore, in order to solve these problems, the company will train domestic attendants to develop their cultural capacity. We will need to induce more attention and engagement of minority personnel, such as training programs.

The purpose of this study is to investigate the supervisory support among cabin crew's Job-satisfaction, Job-performance, Organizational citizenship behavior in flight attendant job to improve the service productivity by managing the cabin crew efficiently. Data were collected from one of Full Service Carrier in Korea flight attendant. And study examined the relationship between supervisory support and service oriented organizational citizenship behavior mediate job satisfaction and performance, however not directly effect. Studies have shown that supervisors are important roles and that crew members will do better service for passengers if they support cabin crew. so this study give us one of tools for good In-Flight service performance by managing flight attendant.

본 연구에서는 도시의 자연생태, 생태활동적합, 생태문화가 관광태도와 관광의도에미치는 영향관계를 검증함으로써 도시 생태문화관광 활성화를 위한 마케팅적 시사점을 제시 하고자 하였다. 가설검증 결과, 가설 1: 자연생태 요인은 관광의도에 유의한정(+)의 영향을 미칠 것이다, 가설 2: 생태활동적합 요인은 관광의도에 유의한 정(+) 의 영향을 미칠 것이다, 가설 3: 생태문화 요인은 관광의도에 유의한 정(+)의 영향을미칠 것이다, 가설 4: 자연생태 요인은 관광태도에 유의한 정(+)의 영향을 미칠 것이다, 가설 5: 생태활동적합 요인은 관광태도에 유의한 정(+)의 영향을 미칠 것이다, 가설 6: 생태문화 요인은 관광의도에 유의한 정(+)의 영향을 미칠 것이다, 가설 7: 관광태도에 요인은 관광의도에 유의한 정(+)의 영향을 미칠 것이다의 모든 가설이 채택되었다. 본 연구의 결과를 통해 얻을 수 있는 시사점은 첫째, 도시 관광 활성화를 위하여 생태관광 프로그램의 구성과 운영, 자연적 매력, 이용의 편의, 접근성의 개선 등 다양한형태의 생태관광 태도에 적합한 맞춤형 프로그램을 만들어 나가는 노력이 필요하다는것이다. 이는 결과적으로 지역을 방문하는 관광객이 느끼는 가치의 수준을 높이고 관광의 만족도를 제고하여 지역관광의 선순환 시스템으로 구축될 수 있는 긍정적인 대안이 될 수 있을 것이다. 둘째, 생태 관광에 대한 긍정적인 인식의 형성이 무엇보다도중요하다. 생태관광에 대한 긍정적이고 유익한 태도는 다시 생태관광을 할 의도를 높여 더 높은 참여를 이끌어 낼 수 있다. 따라서 보다 활성화된 홍보와 투자 및 접근을통하여 많은 참여를 이끌어내기 위한 종합적이고 순환적인 접근이 필요하다. 셋째, 생태 관광을 좋게 생각하고 즐기는 관광객들은 주변사람들의 생각과 생태관광에 대한통제력에도 긍정적으로 영향을 미치기 때문에 생태관광에 대한 올바른 인식 및 친근한 관광형태로의 발전을 위한 다양한 접근 방법이 필요하다.

This study would propose marketing implications for the vitalization of the urban eco-cultural tour by verifying the impacts of urban natural ecology, suitability of eco-activity and eco-culture on tourism attitude and tourism intention. As a result of tests of hypotheses, all of them were adopted, including Hypothesis 1: The factor of natural ecology would have a significant positive (+) impact on tourism intention. Hypothesis 2: The factor of the suitability of eco-activity would have a significant positive (+) impact on tourism intention. Hypothesis 3: The factor of eco-culture would have a significant positive (+) impact on tourism intention. Hypothesis 4: The factor of natural ecology would have a significant positive (+) impact on tourism attitude. Hypothesis 5: The factor of the suitability of eco-activity would have a significant positive (+) impact on tourism attitude. Hypothesis 6: The factor of eco-culture would have a significant positive (+) impact on tourism intention. Hypothesis 7: The factor of tourism attitude would have a significant positive (+) impact on tourism intention. Implications that can be obtained through the results of this study include: First, for the vitalization of the city tour, efforts to make a customized program suitable for various forms of eco-tourism attitude, such as the setting and operation of an eco-tourism program, natural charm, convenience of use and the improvement of the accessibility would be necessary. This, consequently, increases the level of the value felt by the tourists who visit the area and promotes the satisfaction of the tour to be a positive solution forthe construction of a system of a virtuous circle of local tourism. Second, most of all, it is most important to form a positive perception of eco-tourism. Positive and wholesome attitudes toward eco-tourism increase eco-tourism and draw higher participation. Therefore, comprehensive and cyclical approachesare necessary to draw a lot of participation through more activated promotion and investment and approaches. First, tourists who like and enjoy eco-tourism have positive impacts on the thinking of the people around them and control of eco-tourism, variousapproaches are necessary for the correct recognition of eco-tourism and the development into the form of friendly tour.

글로벌 팬데믹으로 인하여 항공산업의 경영환경 악화로 인해 다양한 분야의 위기가 도래했다. 특히, 많은항공산업 종사자들이 어려움을 겪고 있다. 그동안 한국의 항공산업은 40여년 기간 동안 폭발적인 성장 이후 팬더믹 사태로 인해 각국의 여행객이동제한 정책으로 여객수요가 급격히 감소하였으며 물류와 여객운송에 의존하던 항공사들은 대규모정리해고 등과 같이 급격한 구조변화를 겪고 있다. 이에 따라 항공사 종사자들은 근로시간 단축, 강제 무급휴직 등 일상적인 업무를 수행하기 어렵게 되었으며특히, 항공승무팀의 업무 수행 과정은 일상적이지 못한 비정상적 근무형태가 지속되어 입사 당시 조직의 일부로여겨졌던 심리적 안정감이 점차 사라지고 있다. 본 연구는 글로벌 팬데믹으로 인한 항공산업의 침체기에 항공승무팀 내의 구성원들의 교환관계의 질이심리적 계약 및 항공서비스 품질에 미치는 영향을 조사하였다. 이를 위해 2021년 10월 3일부터 10월 13일까지설문지 200부를 현직 승무원에게 배포하고, 최종 178부를 분석에 사용하였으며, 유효표본률은 89%였다. 항공승무팀 구성원간의 교환관계의 질이 높을수록 직무서비스의 질이 높은 것으로 나타났으며, 항공승무팀구성원간의 교환관계의 질이 높을수록 심리적 계약을 지지하는 것으로 나타났다. 심리적 계약은 서비스 품질수준을 높이고, 항공승무팀 구성원 간의 교환관계와 서비스 품질 간의 관계를 매개하는 효과가 있는 것으로나타났다. 항공산업의 침체를 탈출하기 위한 조직과 구성원의 경영전략의 효율성과 실효성을 높이기 위해서는상호 소통을 통한 항공승무팀 구성원간의 교류를 적극 활성화하여 서비스 품질의 실효성을 높이는 것이필요하다. 특히, 조직규모 축소와 같은 기업의 위기관리차원의 팀동료들에 대한 신뢰를 높이는 인적자원 전략은항공산업이 활성화되는 미래에도 매우 중요한 역할을 할 것이다.

Due to the deterioration of the aviation industry’s business environment caused by the global pandemic (COVID-19), many aviation industry workers are facing difficulties. After 40 years of explosive growth, Korea's air transport industry saw a sharp decline in passenger demand due to the immigration and freedom of movement policies of various countries, and companies that relied on logistics and passenger transport became bankrupt or underwent rapid change, including massive layoffs. Employees who left the airline industry are suffering, while the remaining workforce has had to opt for voluntary retirement. In addition, performing ordinary duties has become difficult considering changing policies, such as shortening working hours and forced unpaid leave. In particular, as the flight crew's job performance process is anomalous and irregular, the psychological stability at the time of employment in these organizations is disappearing. This study examined the effect of the quality of exchange relationship between an organization and aviation crew on the quality of psychological contracts and aviation services during the downturn in the aviation industry due to the global pandemic. From October 3 to 13, 2021, 200 questionnaires were distributed to incumbent flight attendants, of which a total of 178 copies were used for analysis; the effective sample ratio was 89%. The higher the quality of the exchange of instructors between teams and members, the higher the quality of job service. In addition, the higher the quality of the exchange of instructors between teams and members, the more positive the relationship in psychological contracts. Psychological contracts raise service levels, and it was found that the exchange of instructors between teams and members mediates the relationship between service quality. To increase the efficiency and effectiveness of organizations and members' management strategies aimed at escaping the downturn in the aviation industry, it is necessary to increase the effectiveness of service quality by activating team-member exchanges through mutual communication. Finally, this human resource strategy is expected to play a crucial role when the aviation industry recovers in the future

본 연구에서는 다양한 요인으로 인해 항공승무원들이 체감하고 있는 직무불안정이 높아지고 있는 상황에서 조직원들은 고용안정을 위해 의사결정에 있어서 자유로운 의견개진보다는 침묵 분위기가 조성될 것이라는 점에서 직무불안전성이 조직침묵에 미치는 영향 관계와 Maynes와 Podsakoff(2013)의 연구결과에 근거하여 검증하고자 한다. 분석결과는 다음과 같다. 첫째, 항공사 객실승무원의 직무불안정성은 조직신뢰에 영향의 미치는 것으로 나타났다. 둘째, 항공사 객실승무원의 조직신뢰는 조직침묵(체념적 침묵, 방어적 침묵)에 영향을 미치는 것으로 나타났다. 셋째, 항공사 객실승무원의 직무불안정성은 조직침묵(체념적 침묵, 방어적 침묵)에 영향을 미치는 것으로 나타났다. 본 연구 결과를 바탕으로 코로나 19 상황에서의 체감하고 있는 직무불안정성이 극명하게 나타나고 있었다. 이러한 상황에서 조직구성원들의 직무와 고용에 대해 안정감을 느낄 수 있도록 조직 분위기를 만들고 구성원의 의견을 피력할 수 있도록 조직구성원과 기업 간의 신뢰를 형성하여 안정된 관계를 유지하도록 해야 한다.

This study aims to verify the effect of job instability on organizational trust and organizational silence based on the result of study by Maynes and Podsakoff (2013), assuming that the members of organization will create a silent atmosphere rather than expressing their opinions in the situation where the instability felt by Cabin Crew is increasing due to various factors. The analysis results are as follows. First, Cabin Crew job instability was shown to affect organizational trust. Second, Cabin Crew organizational trust was shown to affect organizational silence (acquiescent silence, defensive silence). Third, Cabin Crew job instability was shown to affect organizational silence (acquiescent silence, defensive silence). These results clearly showed the job instability felt under the COVID-19 situation. In the circumstances, it is necessary to create the atmosphere where the members of organization can feel a sense of stability of their jobs and employment and form trust and maintain a stable relationship between the company and its members in order for the members to present their opinions.

The purpose of this study is to investigate the impact of leaders' unethical behavior on employees' job attitudes. Airline cabin crews show different attitudes according to the ethical identity of the leader as well as the top management, and have a great influence on the willingness to perform in-flight services and complete tasks. In order to prove this carried out survey for 160 airline cabin crews and were analyzed by using SPSS version 20.0 and AMOS 22. As a result, it was found that the airline cabin crews were less willing to perform their job when they recognized unethical leadership and Psychological contract violations. Psychological contract violation is also an important cause of decrease in willingness to perform service. However, airline cabin crews with a strong sense of job calling showed that their enthusiasm for their own job was not changed despite the unethical behavior of the leader.