항공사 객실승무원의 개인-환경 적합성이 서비스혁신행동에 미치는 영향 : 자기효능감의 조절효과

Abstract

This study analyzed the influence relationship between the person-environment fit (job, supervisor, organization, co-worker) of airline cabin crew on service innovation behavior and the moderating effect of self-efficacy. 250 copies of the questionnaire were used for the analysis. As a result of the analysis, first, it was found that person-job fit, person-supervisor fit, person-organization fit had a significant positive (+) effect on service innovation behavior of airline cabin crew. This suggests that it is necessary to continuously support creative job performance through systematic job training for each position, and introduce a reasonable personnel management system and a systematic compensation system through fair and objective evaluations for members who have taken innovative actions. Second, it was found that person-coworker fit did not have a significant effect on the service innovation behavior of airline cabin crew. This is thought to be able to suppress the expression of creative innovation behavior as a result of crew members being operated as a team and are more interested in maintaining relationships with colleagues rather than suggesting creative and new ideas. Third, person-supervisor fit was found to be the variable showing the greatest influence on the service innovation behavior of airline cabin crew. Therefore, airlines need to create bonds with their superiors and maintain a close relationship with their superiors through team leader leadership and effective communication training to inspire individual-boss suitability. Finally, as a result of verifying the moderating effect of self-efficacy, it was found that it plays a statistically significant moderating role in person-organization fit, a sub-factor of person-environment fit. Therefore, it suggests that airlines need in-house service competitions and various training programs to enhance their employees' self-efficacy in addition to job-related training.