항공사 객실승무원의 감성지능이 조직시민행동에 미치는 영향 : 자기효능감의 매개효과

Abstract

This study attempted to verify how the emotional intelligence of airline cabin crew affects self-efficacy and organizational citizenship behavior and the mediating effect of self-efficacy in the relationship between them. In addition, it was confirmed that positive emotions are related to increasing positive behavior by applying a broaden-and-build theory that allows self-efficacy to expand through emotional intelligence to build organizational citizenship behavior. In order to achieve this purpose, a structural equation model using AMOS was used in this study, and a total of 293 copies were used for analysis except for insufficient response sheets. In order to collect data, the quota sampling technique, one of the non-probability. As a result of the empirical analysis of this study, it was found that all sub-factors of emotional intelligence had an effect on self-efficacy. In addition, it was analyzed that self-efficacy had a significant effect on organizational citizenship behavior. Finally, self-efficacy was found to have a mediating effect between emotional intelligence and organizational citizenship behavior. Based on the results of these studies, I would like to present implications for the airline's human resource management and strategy.