Management & Information Systems Review (경영과정보연구)

Daehan Academy of Management Information Systems (대한경영정보학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of Positive Psychological Capital and Leader-Member Exchange on Job Stress, Organizational Commitment, and Knowledge Sharing - Focusing on Flight Attendants -

긍정심리자본과 리더-구성원 교환관계가 직무스트레스, 조직몰입 및 지식공유에 미치는 영향 - 항공사 객실 승무원을 대상으로 -

  • Um, Hyemi (Department of Global Knowledge Management, Jung-Ang University) ;
  • Moon, Yunji (Department of Management Information Systems, Catholic University of Pusan)
  • 엄혜미 (중앙대학교 지식경영학부) ;
  • 문윤지 (부산가톨릭대학교 경영정보학과)
  • Received : 2020.04.16
  • Accepted : 2020.06.05
  • Published : 2020.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

While the importance of the service industry has increased at the national economy level, the service rate and job satisfaction of the flight attendants in the aviation service industry are not high. In this regard, this study aims to recognize what factors can reduce their job stress in the emotional work environment, and how job stress affects their attitude and job performance. More specifically, the current study tries to investigate how flight attendants' positive psychological status affect their job stress, organizational commitment, and knowledge sharing in the aspect of job performance. The main five constructs in these interrelationships include the flight attendants' positive psychological capital, leader-member exchange(LMX), job stress, organizational commitment, and knowledge sharing. This study conducted a quantitative research with 390 questionnaire for flight attendants, and analyzed the data using SPSS/PC version 20.0 and structural equation modeling program of AMOS 20.0. The findings show that the favorable leader-member exchange relationship between flight attendants plays a significant role in lowering job stress, while high job stress has a negative effect on organizational commitment and knowledge sharing. The result also shows that personal positive psychological capital acts as a trigger to influence other factors. Therefore, this study suggests that it is essential for airlines not only to promote an organizational system to support the flight attendants' emotional work but also to maintain a positive psychological state for securing competitive human resources.

국가경제 차원에서 서비스산업의 비중과 중요성이 높아지고 있음에 반해 항공서비스산업 종사자인 객실 승무원의 근속율과 업무 만족도는 높지 않다. 이에 본 연구는 이른바 감정노동에 종사하는 객실승무원을 대상으로 그들이 직무환경에서 경험하는 직무스트레스를 감소시킬 수 있는 주요요인이 무엇인지, 그리고 직무스트레스가 객실승무원 구성원의 성과와 태도에 어떠한 영향을 미치는 지를 파악하고자 한다. 구체적으로 본 연구는 객실승무원의 긍정적인 심리상태가 승무원 구성원들 간 상호작용 및 승무원 개인의 직무스트레스에 어떠한 영향을 미치는지, 나아가 궁극적인 성과측면에서 구성원의 조직몰입과 지식공유에 미치는 어떠한 영향을 미치는 지를 검증하고자 한다. 이러한 상호작용 관계에서 고려되는 주요 구성개념은 승무원의 긍정심리자본과 리더-구성원 교환관계(LMX), 직무스트레스, 조직몰입, 지식공유의 5가지 요소이다. 본 연구는 국내 항공사 객실승무원에게 설문조사하여 최종 390부를 대상으로 SPSS/PC version 20.0의 통계 프로그램 및 AMOS 20.0을 사용하여 분석하였다. 연구 결과, 승무원 구성원들 간 우호적인 리더-구성원 교환관계(LMX)는 직무스트레스를 낮추는 데에 유의한 역할을 하며, 직무스트레스가 낮을수록 구성원 성과인 조직몰입과 지식공유에 긍정적인 영향을 미치는 것이 확인되었다. 무엇보다도 본 연구에서는 구성원의 긍정심리자본은 다른 요인들에 영향을 미치는 트리거 역할을 함을 검증할 수 있었다. 따라서 본 연구는, 항공사들이 경쟁력 있는 인적자원 확보를 위해 승무원 개인이 긍정적인 심리상태를 유지하는데 중점을 두어야하며 이를 위한 조직차원의 제도개선 및 환경개선이 필요함을 시사하고 있다.

Keywords

References

  1. 강미영․한나영․배상욱(2017), "감정노동이 직무소진을 매개로 반생산적 과업행동에 미치는 영향에 관한 연구", 경영과 정보연구, 36(1), 275-293.
  2. 강소라․문윤지(2010), "조직의 사회네트워크 특성이 흡수역량과 혁신성과에 미치는 영향," 한국산학기술학회논문지, 11(10), 3761-3771. https://doi.org/10.5762/KAIS.2010.11.10.3761
  3. 고인희․나동만․류성민(2019), "항공사 승무원의 번영감이 업무성과에 미치는 영향: 상하-부하 간교환관계의 조절효과", 리더십연구, 10(2), 3-23.
  4. 고선희(2016), "항공사 승무원의 역할스트레스가 직장-가정갈등에 미치는 영향," 관광연구, 31(1), 1-18.
  5. 권혜자(2011), 서비스산업의 유형별 일자리 창출과 일자리의 질, 한국노동연구원 노동리뷰, 7, 18-2.
  6. 김경숙(2003), 항공서비스론, 서울: 백산출판사
  7. 김경희(2011), 서비스 사회의 감정조동에 대한 이해. 한국노동연구원 국제노동브리프, 5, 27-3.
  8. 김상범.임은정(2016), "객실승무원의 감정노동, 직무스트레스, 피로관리와 직무만족 간의 관계성 연구", 관광연구저널, 30(12), 137-151.
  9. 김영택(2011), "항공사의 기내인적서비스품질과 고객만족에 관한 연구", 서비스경영학회지, 9(1), 131-146.
  10. 김정미(2009), "여교사의 임파워먼트, 직무스트레스와 소진과의 관계," 한국교원교육연구, 26, 177-199.
  11. 김형주․유태용(2013), "직무과부하가 직무탈진에 미치는 영향: 긍정심리자본의 매개효과와 사회적 지지와 성격의 조절효과", 한국심리학회지: 산업 및 조직, 26(2), 317-340. https://doi.org/10.24230/KSIOP.26.2.201305.317
  12. 맹연호․이동명(2014), "객실승무원의 직무스트레스가 경력만족에 미치는 영향: 대형항공사와 저비용항공사의 비교", 한국항공경영학회지, 12(5), 119-139.
  13. 문화체육관광부(2020), "서비스산업혁신전략", Retrieved from http://www.korea.kr/special/policyCurationView.do?newsId=148864599
  14. 박중환(2014), "항공사 여승무원들의 직업존중감과 감정노동과의 비교연구", 관광레저연구, 26(9), 103-119.
  15. 양지혜․유정화(2017), "항공사 객실승무원의 티-구성원교환관계가 지식공유에 미치는 영향", 관광레저연구, 29(12), 251-270.
  16. 윤성환(2019), "변혁적, 거래적 리더십이 LMX, 조직몰입 및 조직시민행동에 미치는 영향," 중국학연구, 89, 199-255.
  17. 이기현․신인용(2016), "리더-구성원 교환관계와 팀 구성원 직무스트레스 간 관계에 대한 다수준적 접근", 경영학연구, 45(2), 687-710.
  18. 이상훈․임근욱(2017), "호텔 내부 마케팅이 직무스트레스, 직무만족 및 조직충성도에 미치는 영향에 관한 연구", 관광연구, 31(1), 137-149.
  19. 이성호․최석봉(2018), "진정성리더십이 조직변화 몰입 및 변화지향행동에 미치는 영향과 긍정심리 자본의 매개효과", 대한경영학회지, 31(8), 1408-1507.
  20. 이유수․김학수(2016), "고객불량행동에 따른 항공사 객실승무원의 감정소진을 완화하는 진성리더집의 효과연구", 한국항공경영학회지, 14(3), 2-24.
  21. 이종현(2011), "엘리트 스포츠지도자의 조직문화와 직무스트레스, 직무만족 및 이직의도의 관계", 코칭능력개발지, 13(1), 95-104.
  22. 전혜린․고성훈․문태원(2018), "조직 미덕(virtue)과 상사-구성원 관계(LMX)가 무례함과 정서적 몰입에 미치는 영향-성실성의 조절효과", 경영과정보연구, 37(3), 49-64.
  23. 조현익․김우성․김영기(2002), "생활체육지도자의 직무스트레스와 조직 유효성의 관계", 한국체육학회지, 41(3), 205-215.
  24. 최수형(2016), "조직구성원의 공감이 직무만족과 이직의도에 미치는 영향: 직무스트레스의 매개효과", 경영과 정보연구, 35(4), 229-250.
  25. 통계청(2019), 2019 8월 경제활동인구조사 근로형태별 부가조사결과
  26. 하동현(2018), "긍정심리자본 구성요인간의 관계", 호텔경영학연구, 27(3), 81-99.
  27. Albrecht, K.(1986), Stress and the manager: Making it work for you. New York: Simon & Schuster.
  28. Allen, D.G., Weeks, K.P. and Moffitt, K. R.(2005), "turnover Intentions and Voluntary Turnover: The Moderating Roles of Self-Monitoring, Locus of Control, Proactive Personality, and Risk Aversion," Journal of Applied Psychology, 90, 980-990. https://doi.org/10.1037/0021-9010.90.5.980
  29. Allen, N.J. and Meyer, J.P.(1990), "The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization," Journal of COcuupational Psychology, 63(1), 1-18.
  30. Ashforth, B.E. and Humphrey, R.H.(1993), "Emotional labor in service roles: the influence of identity", Academy of Management Review, 18, 88-115. https://doi.org/10.5465/amr.1993.3997508
  31. Avolio, B.J., Avey, J.B., and David, Q.(2010), "Estimating return in leadership development investment," The Leadership Quarterly, 21, 633-644. https://doi.org/10.1016/j.leaqua.2010.06.006
  32. Bakker, A.B., Demerouti, E., and Euwema, M.C.(2005), "Job resources buffer the impact of job demands on burnout", Journal of Occupational Health Psychology, 10(2), 170-180. https://doi.org/10.1037/1076-8998.10.2.170
  33. Barsky, A.T., Thoresen, C.J., Warren, C.R. and Kaplan, S.A.(2004), "Modeling negative affectively and job stress: A contingencybased approach", Journal of Organizational Behavior, 25(8), 915-936. https://doi.org/10.1002/job.285
  34. Beehr, T.A. and Newman, J.E.(1978), "Job stress, employee health, and organizational effectiveness: A fact analysis, model, and literature review", Personnel Psychology, 31, 668.
  35. Beehr, T.A., Jex, S.M., Stacy, B.A., and Murray, M.A.(2000), "Work Streesors and coworker support as predictors of individual strain and job performance", Journal of Organizational Behavior, 21, 391-405. https://doi.org/10.1002/(SICI)1099-1379(200006)21:4<391::AID-JOB15>3.0.CO;2-9
  36. Bolino, M.C. and Turnley, W.H.(2005), "The personal costs of citizenship behavior: the relationship between individual initiative and role overload, job stress, and work-family conflict", Journal of Applied Psychology, 90(4), 740-748. https://doi.org/10.1037/0021-9010.90.4.740
  37. Bryant, F.B., and Cvengros, J.A(2004), "Distinguishing hope and optimism, two sides of a coin, or two separate coins?", Journal of Social and Clinical Psychology, 23(2), 273-302. https://doi.org/10.1521/jscp.23.2.273.31018
  38. Burke, R.J. and Deszca, E.(1986), "Correlates of psychological burnout phases among police officers", Human Relations, 39(6), 487-501. https://doi.org/10.1177/001872678603900601
  39. Carver, C. and Scheier, M.F(2003), Optimism, In J.L. Lopez and C.R. Snyder(Eds.), "Handbook of positive psychological assessment, a handbook of moral and measure(pp.75-89)", Washington D.C.: American Psychological Association.
  40. Chin, W.W.(1998). "Commentary: Issues and opinion on structural equation modeling", MIS Quarterly, 22, 7-16.
  41. Cohen, S.(1980), "Aftereffects of stress on human performance and social behavior: a review of research and theory", Psychological Bulletin, 88(1), 82-108. https://doi.org/10.1037/0033-2909.88.1.82
  42. Cole, K., Daly, A., and Mark, A.(2009), "Good for the soul: The relationship between work, Wellbeing and psychological capital", The Journal of Socio-Economic, 38(3), 464-474.
  43. Coutu, D.L.(2002), "How Resilience Works", Harvard Business Review, 80(5), 46-55.
  44. Culbertson, S.S., Huffman, A.H., and Alden-Anderson, R.(2009), "Leader-member exchange and work-family interactions, The mediating role of self-reported challenge- and hindrance-related stress", Journal of Psychology, 144(1), 15-36. https://doi.org/10.1080/00223980903356040
  45. Fornell, C. and Larcker, D.F.(1981), "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, 18(2), 39-50. https://doi.org/10.1177/002224378101800104
  46. Garg, S. and Dhar, R.L.(2014), "Effects of stress, LMX and perceived organizational support on service quality: Mediating effects of organizational commitment", Journal of Hospitality and Tourism Management, 21, 64-75. https://doi.org/10.1016/j.jhtm.2014.07.002
  47. Gilboa, S., Shirom, A., Fried, Y., and Cooper, C.(2008), "A meta-analysis of work demand stressors and job performance: examining main and moderating effects", Personnel Psychology, 61(2), 227-271. https://doi.org/10.1111/j.1744-6570.2008.00113.x
  48. Graen, G.B. and Uhl-Bien, M.(1995). "Relationship-based approach to leadership: Development of leader-member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective", Leadership Quarterly, 6, 219-247. https://doi.org/10.1016/1048-9843(95)90036-5
  49. Gupta, A.K. and Govindarajan, V.(2000), "Knowledge Flows within Multinational Corporations", Strategic Management Journal, 21(4), 473-496. https://doi.org/10.1002/(SICI)1097-0266(200004)21:4<473::AID-SMJ84>3.0.CO;2-I
  50. Hochschild, A.R.(1979), "Emotion work, feeling rules and social structure," American Journal of Sociology, 85(3), 551-575. https://doi.org/10.1086/227049
  51. Hochschild, A.R.(1983). The managed heart: commercialization of human feeling. Berkely: University of California Press.
  52. Hvass, K.A. and Torfadottir, E.(2014), "Spatially dispersed employee recovery, An airline case study", Journal of Air Transport Management, 42, 65-69. https://doi.org/10.1016/j.jairtraman.2013.08.003
  53. Ivancevich, J.M. and Matteson, M.T.(1982), "Type A and B behavior Patterns and health symptoms", Journal of Occupational Medicine, 24, 585-589. https://doi.org/10.1097/00043764-198208000-00012
  54. Karasek, R.A., and Theorell, T.(1990), "Health work", Basic Book, NY.
  55. Kaur, H.(2018). "A study of teacher effectiveness in relation to occupational stress and life satisfaction among teacher educators", International Journal Advances in Social Science and Humanities, 5(8), 1-9. https://doi.org/10.14445/23942703/IJHSS-V5I4P101
  56. Lawler, E.(2000), From the ground up. San Francisco: Jossey-Bass.
  57. Lazarus, R.S.(1978), "Stress-related transactions between person and environment," Perspective in interactional psychology, 287-327.
  58. Lee, R.T., and Ashforth, B.E.(1996), "A meta-analytic examination of the correlates of the three dimensions of job burnout," Journal of Applied Psychology, 81, 123-133. https://doi.org/10.1037/0021-9010.81.2.123
  59. LePine, J.A., Podsakoff, N.P., and LePine, M.A.(2005), "A meta-analytic test of the challenge stressor-hindrance stressor framework: An explanation for inconsistent relationships among stressors and performance", Academy of Management Journal, 48(5), 764-775. https://doi.org/10.5465/AMJ.2005.18803921
  60. Liden, R.C. and Maslyn, J.M.(1998), "Multidimensionality of leader-member exchange: An empirical assessment through scale development", Journal of Management, 24(1), 43-72. https://doi.org/10.1177/014920639802400105
  61. Liden, R.C., Sparrowe, R.T., and Wayne, S.J.(1997), "Leader-member exchange theory: the past and potential for the future", Research in Personnel and Human Resources Management, 15, 47-119.
  62. Liebowitz, J.(2001), "A systems thinking, framework for knowledge management", Decision Support System, 31(1), 5-16. https://doi.org/10.1016/S0167-9236(00)00116-0
  63. Liu, C., Spector, P.E., and L. Shi.(2007), "Cross-national job stress: a quantitative and qualitative study", Journal of Organizational Behavior, 28, 209-239. https://doi.org/10.1002/job.435
  64. Luthans, F.(2002), "The need for and meaning of positive organizational behavior", Journal of Organizational Behavior, 23(6), 695-706. https://doi.org/10.1002/job.165
  65. Luthans, F., Avey, J.B., Clapp-Smith, R., and Li, W.(2008), "More evidence on the value of chinese workers, psychological capital: a potentially unlimited competitive resource?", International Journal of Human Resource Management, 19(5), 818-827. https://doi.org/10.1080/09585190801991194
  66. Luthans, F., Luthans, K.W., and Luthans, B.C.(2004), "Positive psychological capital: beyond human and social capital", Business Horizons, 47(1), 45-50. https://doi.org/10.1016/j.bushor.2003.11.007
  67. Luthans, F., Youssef, C.M., and Avolio, B.J.(2006), Psychological capital: developing the human competitive edge, New York: Oxford University Press.
  68. Masten, A.S.(2001). "Ordinary magic: Resilience processes in development", American psychologist, 56(3), 227-238. https://doi.org/10.1037/0003-066X.56.3.227
  69. Merz, C.N.B., Dwyer, J., Nordstrom, C.K., Walton, K.G., Salerno, J.W., and Schneider, R.H. (2002), "Psychosocial stress and cardiovascular disease: pathophysiological Links", Behavioral Medicine, 27(4), 141-147. https://doi.org/10.1080/08964280209596039
  70. Meyer, J.P. and Allen N.J.(1991), "A three-component conceptualization of organizational commitment", Human Resource Management Review, 1(1), 61-89. https://doi.org/10.1016/1053-4822(91)90011-Z
  71. Meyer, J.P. and Allen N.J.(1997), Commitment in the workplace, Thousand Oaks, CA: Sage.
  72. Morris, J.A., and Feldman, D.C.(1996), "The Dimensions, antecedents and consequences of emotional labor", Academy of Management Review, 21(4), 986-1010. https://doi.org/10.5465/AMR.1996.9704071861
  73. Mowday, R.T., Porter, L.W., and Steers, S. R.M.(1982), Employee-organization linkage, the psychology of commitment absenteeism, and turn over. London: Academic Press Inc.
  74. Mowday, R.T., Steers, R.M., and Porter, L. W.(1979), "The measurement of organizational commitment," Journal of Vocational Behavior, 14, 224-247. https://doi.org/10.1016/0001-8791(79)90072-1
  75. Newcomb, M.D.(1994), "Drug use and intimate relationships among women and men: separating specific from general effects in prospective data using structural equation models", Journal of Consulting and Clinical Psychology, 62(3), 463. https://doi.org/10.1037/0022-006X.62.3.463
  76. Parker, D.F. and DeCotiis, T. A.(1983), "Organizational determinants of job stress", Organizational Behavior and Human Performance, 32(2), 160-177. https://doi.org/10.1016/0030-5073(83)90145-9
  77. Peterson, R.A.(2000), Constructing effective questionnaires, Thousand Oaks, CA: Sage.
  78. Porter, L.W., Steers, R.M., Mowday, R.T., and Boulian, P.V.(1974), "Organizational commitment, job satisfaction, and turnover among psychiatric technicians", Journal of Applied Psychology, 5, 603-609.
  79. Schaufeli, W.B. Maslach, C., and Marek, T.(1993), The future of burnout", Professional Burnout: Recent developments in Theory and Research, Washington DC: Taylor & Francis.
  80. Scheier, M.F. and Carvar, C.S.(1985), "Optimism, coping, and health, assessment and implications of generalized outcome expectancies", Health Psychology, 4, 219-247. https://doi.org/10.1037/0278-6133.4.3.219
  81. Seligman, M.E.(2011), Learned optimism, how to change your mind and your life. North Sydney, Australia: William Heinemann.
  82. Seligman, M.E. and Csikszentmihayi, M. (2000), "Positive psychology: An introduction, American Psychologist, 55, 5-14. https://doi.org/10.1037/0003-066X.55.1.5
  83. Stajkovic, A.D. and Luthans, F.(1998). "Self-efficacy and work-related performance: A meta-analysis", Psychological bulletin, 124(2), 240-261. https://doi.org/10.1037/0033-2909.124.2.240
  84. Siegrist, J.(2002), Effort-Reward Imbalance at Work and Health, In Perrewe, P.L. and Ganster, D.C.(ed.), Research in Occupational Stress and Well Being: Historical and Current Perspectives on Stress and Health, Oxford:JAI Press, 261-291.
  85. Siguaw, J.A., Broewn, G., and Widing, R.E. (1994), "The influence of the market orientation of the firm on sales force behavior and attitudes", Journal of Marketing Research, 31(1), 106-116. https://doi.org/10.2307/3151950
  86. Small, C.T., and Sage, A.P.(2006), "Knowledge sharing: a review," Information Knowledge Systems Management, 5(3), 153-169.
  87. Totterdell, P., Wood, S., and Wall, T. (2006), "An intra‐individual test of the demandscontrol model: A weekly diary study of psychological strain in portfolio workers", Journal of Occupational and Organizational Psychology, 79(1), 63-84. https://doi.org/10.1348/096317905X52616
  88. Wang, S. and Noe, R.A.(2010), "Knowledge sharing: a review and directions for future research", Human Resource Management Review, 20(2), 115-131. https://doi.org/10.1016/j.hrmr.2009.10.001
  89. Wayne, S.J., Shore, L.M., and Liden, R.C. (1997), "Perceived organizational support and leader-member exchange: a social exchange perspective", Academy of Management Journal, 40(1), 82-111. https://doi.org/10.2307/257021