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http://dx.doi.org/10.5762/KAIS.2015.16.1.346

Role of the Demographic Characteristics on the Relationship Between Customer Orientation and Flight Attendants  

Kim, Young-Jin (Division of Airline Service, Gwangju University)
Lim, Yeon-Woo (Division of Tourism Management, Chungwoon University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.16, no.1, 2015 , pp. 346-353 More about this Journal
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.
Keywords
Burnout; Customer Orientation; Flight Attendants;
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Times Cited By KSCI : 3  (Citation Analysis)
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