항공사 객실승무원 리더의 정치적 기술이 팀 구성원 교환과 팀 몰입에 미치는 영향

Abstract

Airlines need efficient human resource management to improve service quality in order to cope with increasing passenger demand. In particular, the leader's political skill (LPS) is important in a team system that is highly dependent on airline cabin crew members. However, little research has been conducted on how social astuteness, interpersonal influence, networking ability, and apparent sincerity, which are the sub-factors of the airline cabin crew LPS, influence team-member exchange (TMX). Also, in the airline cabin crew team system, it is important to perceive TMX positively and trust team members, and to be committed in the team members. In this respect, the purpose of this study is to examine the effect of airline crew LPS on TMX in detail, the effect of TMX on team commitment, and additionally the moderating effects of airline crew position level between airline crew LPS, TMX, and team commitment. To this end, a survey was conducted with airline crew in Korea from November 27, 2018 to January 15, 2019 using self-administered questionnaire. A total of 290 questionnaires were used in the analysis. The results of this study reveal that four sub-factors of airline cabin crew LPS(social astuteness, interpersonal influence, networking ability, and apparent sincerity) had a positive impact on TMX which, in turn, positively influenced team commitment. The results also show that position level played significant moderating roles in this relationships between LPS, TMX, and team commitment. The findings of this study provided academic and practical implications for effective management strategies for airline cabin crew members.