Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
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Role of the Demographic Characteristics on the Relationship Between Customer Orientation and Flight Attendants

항공사 객실 승무원의 소진과 고객지향성의 관계에서 인구통계학적 특징이 미치는 역할

  • Kim, Young-Jin (Division of Airline Service, Gwangju University) ;
  • Lim, Yeon-Woo (Division of Tourism Management, Chungwoon University)
  • 김영진 (광주대학교 항공서비스학과) ;
  • 임연우 (청운대학교 관광경영학과)
  • Received : 2014.07.18
  • Accepted : 2015.01.08
  • Published : 2015.01.31
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Abstract

This study examined the role of the demographic characteristics at relationship between customer orientation and flight attendants' burnout in airlines. As a result, the following findings were obtained. First, more than 30 years of age had a negative impact on depersonalization. Under age 30 and emotional exhaustion negatively affected customer orientation. Second, regardless of the rank. depersonalization negatively affected the customer orientation, and emotional exhaustion of the crew had a negative impact on the customer orientation. Third, more than 8 years experience of depersonalization had a negative influence on the customer orientation. Less than eight years experience of depersonalization and emotional exhaustion had a negative influence on the customer orientation.

이 연구는 항공사 객실승무원의 소진이 인구통계학적 특성에 따라 고객지향성에 미치는 영향에 차이에 대하여 연구하였다. 구체적으로 소진이 결혼 여부, 나이, 직위, 근무시간, 월 비행시간에 따라 고객지향성에 끼치는 영향을 분석하였다. 연구결과 나이, 직위, 근무시간 등에서 차이가 나타났다. 첫째, 나이 30세 이상은 비인격화, 30세 미만은 감정적 고갈이 고객 지향성에 부정적 영향을 끼치는 것으로 나타났다. 둘째, 직급에 관계없이 비인격화는 고객지향성에 부정적 영향을 끼치는 것으로 나타났으며, 감정적 고갈은 승무원에게만 고객지향성에 부정적 영향을 주는 것으로 나타났다. 셋째, 근무시간은 8년 이상에서는 비인격화, 8년 미만에서는 비인격화와 감정적 고갈이 고객지향성에 부정적 영향을 주는 것으로 나타났다.

Keywords

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