• Management & Information Systems Review
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• v.39 no.2
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• pp.77-94
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• 2020

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.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.2
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• pp.98-107
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• 2018

Recently, the airline industry has grown tremendously, and competition among airlines has intensified. Therefore, the importance of airline's service quality has been greatly emphasized. The human service provided by the airline is the biggest service the customer feels, so the customer orientation of the flight attendant is very important. The aim of this study was to identify the mediating effects of organizational commitment on the relationship among transformational leadership and customer orientation. As a results of the study, transformational leadership had positive significant effects on organizational commitment and job customer orientation. The results of this study imply that the organizational commitment play significant mediating role between transformational leadership and customer orientation.

• The Research Journal of the Costume Culture
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• v.4 no.3
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• pp.361-371
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• 1996

본 연구는 항공승무원의 유니폼에서 고려되어야 할 특징적인 기준을 분석하여 유니폼 제작시의 디자인 방향을 제기코자 한다. 그 기준은 착용주의 안락함, 승무원의 움직임을 고려ㅏ여, 항공사의 특성을 살리는 이미지 창출, 고객에게 신뢰감을 주는 전문적인 복장, 적하반 섬유소재 등이다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.21 no.11
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• pp.715-727
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• 2020

For the empirical analysis in this study, 335 cabin crews from large airline companies and budget airlines were interviewed using self-reporting questionnaires. The data was analyzed using the SPSS 23.0 and AMOS 23.0. First, of the organizational culture types, the relationship-oriented culture, hierarchy-oriented culture, and task-oriented culture were found to have negative impacts on job stress. Second, the innovation-oriented organizational culture, relationship-oriented culture, and hierarchy-oriented culture were found to have positive impacts on empowerment. Third, empowerment was found to have a negative impact on job stress. Fourth, as for the mediating effect of empowerment, the innovation-oriented culture, relationship-oriented culture, hierarchy-oriented culture, and task-oriented culture were verified to be all significantly mediated by empowerment in their relationship with job stress. As a result, it was shown that cabin crews of airline companies found their work more fun, interesting, and valuable in an organizational structure that was more oriented toward flexibility, rather than the hierarchical, task-oriented cultures that are more focused on control and order. It was also found that empowerment was a mediating factor in the relationship between organizational culture and job stress.

• Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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• v.7 no.1
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• pp.35-44
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• 2017

In this paper, we attempt to investigate the moderating effect of brand power on the effect of in-flight service quality on customer satisfaction and recommendation in the aviation industry. The results were as follows. First, in the case of high brand power FSC(full service carriers), the cost-to-benefit ratio as well as all other flight service properties influence to customer satisfaction. However, in the case of low brand power FSC, the cost-to-benefit ratio showed a greater impact of customer satisfaction compared to other in-flight services. Second, as in the case of customer satisfaction, while the cost-to-benefit ratio more influence to customer recommendation than other in-flight services in low brand power FSC, the cost-to-benefit ratio as well as all other flight service properties influence to customer recommendation together in high brand power FSC. Therefore, low brand power FSC required tit-for-tat strategy against to LCC(low cost carriers) by pursuing disruptive innovation for price. And high brand power FSC required sustaining innovation strategy through improving flight services.

• 한국항공운항학회:학술대회논문집
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• 2007.12a
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• pp.13-17
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• 2007

• Proceedings of the EASDL Conference
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• 2003.09a
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• pp.82-83
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• 2003

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.10a
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• pp.27-30
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• 2004

본 논문의 주목적은 경쟁이 치열한 항공 산업의 주체인 국적 항공사들의 효과적인 기내식서비스 품질 경영을 위한 항공사 서비스품질 차원의 규명을 위함이다. 항공사 서비스에서 객실 서비스가 차지하는 비중이 상당하며, 그 중 기내식 서비스 시 승무원과 고객 간에 많은 상호작용이 장시간 유지된다. 특히 좌석등급에 따라 고객들의 인구통계학적 특성도 다른 것으로 나타났다. 따라서 좌석 등급에 따라 기내식 서비스 품질 차원들이 어떻게 다르게 나타나고 그 구성요인들이 무엇인가를 밝힌다. 본 논문의 결론은 항공사의 기내식 서비스 품질 차원들은 좌석 등급에 따라 큰 차이를 보이고 있어 고객의 만족도와 충성도 또한 다르게 나타날 것이라는 예측을 가능하게 한다. 그러므로 앞으로 기내식 서비스 품질만이 아니라 항공사 서비스 품질 평가 시 좌석 등급에 따른 서비스 평가가 필수적임을 본 연구 결과는 시사하고 있다.

• Journal of Advanced Navigation Technology
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• v.17 no.4
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• pp.449-458
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• 2013

The purpose of this study is to find out Acculturation Stress that impact on job satisfaction focus on foreign cabin crew working in korea airline. the analysis showed the statistically significant meaning nationality had influence on acculturation stress. while working years had not influence on acculturation stress. also nationality and working years had not influence on job satisfaction In addition, acculturation stress had a negative influence on job satisfaction. Based on this study results, it required alternatives for job stress reducing as well as job accomplishment. and it is highly considered nationality differences and we should concentrate on effective system.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.23 no.4
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• pp.125-132
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• 2015

항공기 추락 시 충돌충격단계에서 사상자가 가장 많이 발생하는 것으로 나타나고 있다. 대부분의 경우, 승객들은 두부손상으로 의식을 잃게 되어 비상탈출에 실패하여 사망에 이르게 된다. 이에 대한 대응책으로 항공기 제작사들은 내구성이 강화된 항공기 좌석을 설계 및 제작하여 설치하고 있다. 객실에서는 승객들이 충격방지자세를 취함으로써 부상을 최소화할 수 있다. 승객들에 대한 충격방지자세 안내는 모든 항공사가 시간적 여유가 있는 비상상황에서만 객실승무원이 안내방송과 함께 시범을 보이도록 절차가 수립되어 있다. 그러나 갑작스런 사고의 경우 승객들은 충격방지자세에 대한 정보를 전달받지 못한 상태에서 사상의 위험에 직면하게 된다. 본 논문은 SHEL 모델을 적용하여 승객과 사상자발생 환경, 승객과 충격방지를 위한 안전절차, 승객과 승객안전정보 전달매체, 승객과 객실승무원등의 상호작용에 내재된 위해요소를 체계적으로 규명하고 객실안전에 대한 법규 및 절차 등의 개정을 제시함으써, 항공기사고로 인한 사상자 발생에 대한 근본적인 대안을 제시하여 항공안전 증진에 기여하고자 한다.