항공사 객실승무원의 직장 내 괴롭힘, 소진, 외상 후 울분장애(PTED) 간의 영향 관계

Abstract

Cabin crews work in high-stress and high-pressure environments, yet the issue of workplace harassment they face has not been adequately addressed. Workplace harassment causes psychological distress and anxiety, which not only undermine cabin crews' job satisfaction and productivity but also compromise the safety and well-being of both cabin crews and passengers. However, the majority of existing studies on workplace harassment have primarily adopted an organizational perspective, thereby neglecting the individual experiences of cabin crews. This study seeks to address this gap by examining the structural relationships between workplace harassment and its effects on burnout and post-traumatic embitterment disorder (PTED) among cabin crews in both full-service and low-cost carriers in Korea. Survey data were collected from 399 respondents. The results indicate that workplace harassment significantly exacerbates the emotional exhaustion and depersonalization dimensions of burnout, although it does not significantly reduce personal accomplishment. Moreover, both workplace harassment and burnout substantially contribute to PTED, with an average PTED score among participants being 1.746, which indicates a significant level of long-term embitterment. These findings provide foundational data needed in developing intervention programs to enhance the mental health and quality of life of cabin crews and in creating healthier work environments at the corporate level, considering organizational dynamics and service performance.