Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Effect of Flight Attendant's Ego State on Job Satisfaction and Customer Orientation -Focused on Transactional Analysis-

항공사 객실 승무원의 자아상태가 직무만족과 고객지향성에 미치는 영향 - 교류분석을 중심으로 -

  • Moon, Jiwon (Graduate School of Business, Soongsil University) ;
  • Yeon, Jiyoung (Division of Tourism, Baekseok University) ;
  • Choi, Jeongil (College of Business Administration, Soongsil University)
  • Received : 2018.02.12
  • Accepted : 2018.02.13
  • Published : 2018.03.31
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Abstract

Purpose: This study attempted to analyze how the ego state of flight attendants affects their job satisfaction and customer orientation using Berne's (1966) transactional analysis and further compare the difference between job satisfaction and customer orientation depending on demographic characteristics, position, and ego state. Methods: The data was collected by using the structured questionnaires to flight attendant of major airline companies. The proposed research model is tested using 164 valid questionnaires using SPSS 23 and Smart PLS 2. Results: This research indicated the only free child ego sate among ego state factors of flight attendant was found to have a positive impact on job satisfaction. In the relationship between ego states and customer orientation, all ego state factors were found to have a significant influence on customer orientation. Conclusions: The study offered a theoretical and empirical foundation for future research by empirically identifying the relationship between ego state factors and customer orientation in the in-flight service and suggested the strategic implications to increase job satisfaction and customer orientation based on the psychology and ego state of flight attendant.

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