코로나-19 상황에서 항공사 객실승무원의 감정노동이 직무만족에 미치는 영향 : 재직기간과 동료 지원 인식의 조절 효과

Abstract

This study focused on verifying the influence relationship between emotional labor and job satisfaction of airline cabin staff. In addition, it was intended to verify whether the perception of working period and peer support played a mitigating role in the relationship between emotional labor and job satisfaction. For this study, an on-site survey was conducted on 460 crew members of large domestic airlines. As a result of the hypothesis test, it was found that the emotional labor of airline cabin crew had an effect on job satisfaction. Second, it was found that the working period played a moderate role in the relationship between emotional labor and job satisfaction. In detail, it was confirmed that the relationship between superficial behavior and job satisfaction, and the relationship between internal behavior and job satisfaction were all eased. Finally, it was found that peer support perception had a moderating effect in the relationship between emotional labor and job satisfaction. Among them, peer support perception was found to have an effect only on the relationship between surface behavior and job satisfaction. Through these results, in order to alleviate emotional labor and increase job satisfaction, it can be judged that job satisfaction can be increased by providing appropriate compensation