직무 불안정성이 직무 스트레스와 친사회적 서비스 행동에 미치는 영향 : 항공사 객실승무원을 중심으로

Abstract

It is meaningful to study job insecurity for flight attendants of airlines whose work environment is rapidly changing due to COVID-19 pandemic. The purpose of this study is to investigate the relationship between job insecurity, job stress, and pro-social service behavior, centered on airline flight attendants. An online survey was conducted on airline cabin crew. A total of 218 responses were collected from February 01, 2021 to March 15, for about 6 weeks, but 210 copies were used for the final analysis, excluding 8 copies judged to be unsuitable for analysis. For the data, frequency analysis, validity and reliability analysis, and path analysis were performed using SPSS 21 and AMOS 21. As a result of the analysis, first, it was found that job insecurity had a positive effect on job stress. Second, job stress was found to have a negative effect on pro-social service behavior. Third, job insecurity was found to have a negative effect on pro-social service behavior. Finally, it was found that job stress had a mediating effect in the relationship between job insecurity and pro-social service behavior. The results of this study are expected to be used as basic data for finding effective human resource management measures to improve airline service levels. In addition, the originality of this study is that it revealed the mechanism of perception of job insecurity-inner state-behavior for airline cabin crew after COVID-19.