객실 승무원의 직무스트레스와 직무만족의 영향관계에 관한 감성지능의 조절효과

Abstract

This study was conducted to understand the moderating effects of emotional intelligence on the relationship between job stress and job satisfaction of airline cabin crews. 250 questionnaires were distributed to cabin crews of domestic airlines, and a total of 236 questionnaires were used for the final analysis to verify the hypotheses presented in this study. The results are as follows. First, it was found that job stress affects job satisfaction in the order of job characteristics, customer, and interpersonal among the job stress factors that appear in the job situation of cabin attendants. Second, regarding the moderating effects of emotional intelligence, it was found that emotion utilization and emotional regulation of the four factors of emotional intelligence had partial effects. Moderating effects were not found on personal sensibility comprehension and self sensibility comprehension. Based on the results of this study, the importance of the effect of job stress on job satisfaction during job performance in airline cabins, implications for effective management of airline human resources, and discussions for follow-up studies were presented.