Airline Cabin Crew Research Articles

항공사 객실승무원의 커뮤니케이션 스타일이 라포, 고객만족 및 장기거래지향성에 미치는 영향

항공사 객실승무원의 커뮤니케이션 스타일이 라포, 고객만족 및 장기거래지향성에 미치는 영향

항공사의 위계적 조직문화가 조직의 분위기, 서비스지향성 및 이직의도에 미치는 영향

This study aims to investigate the influence of the hierarchical organizational culture of the airline cabin crew on the organization’s atmosphere, service orientation, and turnover intention. To this end, an online questionnaire was given to members of cabin crews that were currently working for an airline. A total of 214 copies of the online questionnaire were used for the study. Empirical results showed that the hierarchical organizational culture of an airline cabin crew had a significant impact on the bullying atmosphere and turnover intention, but did not affect service orientation. The bullying atmosphere was shown to have an effect on service orientation and turnover intention. The study also examined the mediating effect of the bullying atmosphere on the relationship between the hierarchical organizational culture, service orientation, and turnover intention. As a result, it had a completely mediating effect on service orientation and a partially mediating effect on turnover intention. Based on the results of the empirical analysis, the implications of the study have been suggested to have an impact on the industry.

항공사 객실승무원의 직무환경, 번아웃 증후군, 이직의도의 관계연구

항공사 객실승무원의 직무환경, 번아웃 증후군, 이직의도의 관계연구

항공사 객실 승무원의 직무 요구가 안전행동에 미치는 영향: 안전 분위기의 조절 효과를 중심으로

The purpose of this study was to investigate the causal relationships between airline cabin crews" perceived job demands and their safety behaviors, and also to examine whether the safety climate of organizations can play a role as a moderating variable. A questionnaire survey was conducted to empirically examine the interrelationship posited in this study. A total of 200 valid questionnaires were used for the analysis. The results showed that the relationship between the job demands of the airline cabin crew (role overload and emotional demands) and the safety behaviors (in-role safety behavior, extra-role safety behavior, safety communication) was negatively significant except for the relationship between emotional demands and in-role safety behaviors. The results also revealed that the relationship between the job demands of the airline cabin crew and safety behavior was moderated by the organization"s safety climate (upward communication, safety-related training programs). The results of this study can contribute to a better understanding of the various factors that may affect the perception and behavior of Airline cabin crew in relation to safety.

항공사 객실승무원의 성격특성, 리더-구성원 교환관계, 직무태도와의 관계 연구

본 연구가 수행한 연구 결과를 요약하면 다음과 같다. 첫째, 객실승무원의 성격특성과 직무태도의 조직몰입과의 영향관계에서는 성격특성 중 경험에 대한 개방성, 외향성, 성실성, 정서적 안정성 요인은 조직몰입 요인에 유의적인 영향을 미치는 것으로 나타났다. 객실승무원의 성격특성과 직무태도의 직무만족과의 영향관계에서는 성격특성의 모든 요인이 직무만족에 유의적인 영향을 미치는 것으로 나타났다. 둘째, 객실승무원의 성격특성 요인과 LMX의 공헌 요인과의 영향관계에서는 성격특성 중 친화성과 성실성 요인은 공헌 요인에 유의적인 영향을 미치는 것으로 나타났다. 객실승무원의 성격특성과 정서적 유대감과의 영향관계에서는 성격특성 중 경험에 대한 개방성, 성실성, 정서적 안정성 요인은 정서적 유대감 요인에 유의적인 영향을 미치는 것으로 나타났다. 객실승무원의 성격특성과 충성심과의 영향관계에서는 성격특성 중 경험에 대한 개방성, 친화성, 성실성, 정서적 안정성 요인은 충성심 요인에 유의적인 영향을 미치는 것으로 나타났다. 객실승무원의 성격특성과 전문성 존중과의 영향관계에서는 성격특성 중 경험에 대한 친화성과 성실성 요인은 전문성 존중 요인에 유의적인 영향을 미치는 것으로 나타났다. 셋째, 객실승무원이 지각하는 LMX와 직무태도의 조직몰입과의 영향관계에서는 LMX 요인 중 정서적 유대감과 충성심 요인은 조직몰입 요인에 유의적인 영향을 미치는 것으로 나타났다. 객실승무원이 지각하는 LMX와 직무만족과의 영향관계에서는 LMX의 모든 요인이 직무만족에 유의적인 영향을 미치는 것으로 나타났다. 넷째, 객실승무원의 성격특성과 조직몰입과의 관계에서 LMX의 매개효과 검정에서는 LMX의 정서적 유대감 요인이 성격특성의 성실성 요인과 조직몰입 간에 유의적인 매개역할을 하는 것으로 나타났다. LMX의 충성심이 성격특성의 경험에 대한 개방성, 성실성, 정서적 안정성과 조직몰입 간의 관계에서 유의적인 매개역할을 하는 것으로 나타났다. 또한 객실승무원의 성격특성과 직무만족과의 관계에서 LMX의 매개효과 검정에서는 LMX의 공헌 요인은 유의적인 매개역할을 하는 것으로 나타났다. LMX의 정서적 유대감 요인은 성격특성의 경험에 대한 개방성, 성실성, 정서적 안정성과 직무만족과의 관계에서 유의적인 매개역할을 하는 것으로 나타났다. LMX의 충성심은 성격특성 중 경험에 대한 개방성, 친화성, 성실성, 정서적 안정성과 직무만족과의 관계에서 유의적인 매개역할을 하는 것으로 나타났다. LMX의 전문성 존중은 성격특성 중 친화성, 성실성과 직무만족과의 관계에서 유의적인 매개역할을 하는 것으로 나타났다. 이와 같은 결과를 보면, 객실승무원들은 책임이 강하고, 동료에게 협력적일 뿐만 아니라 본인의 의무에 충실하다는 것을 알 수 있다. 따라서 이러한 객실승무원에 대해서는 회사에서 그들의 공로를 인정해 줄 수 있는 제도적 뒷받침이 필요할 것으로 보인다.

항공사 객실승무원의 감정노동전략, 감정부조화, 조직냉소주의 관계연구

항공사 객실승무원의 감정노동전략, 감정부조화, 조직냉소주의 관계연구

항공사 객실승무원의 직무소진이 프리젠티즘에 미치는 영향: 동료의 사회적 지원 조절효과

항공사 객실승무원의 직무소진이 프리젠티즘에 미치는 영향: 동료의 사회적 지원 조절효과

항공사 객실승무원의 커뮤니케이션 유형이 승객과의 라포(Rapport) 및 관계의 질에 미치는 영향 : 라포의 매개효과를 중심으로

인적서비스의 의존도가 높은 항공사의 경우 고객 지향적 사고방식의 고취를 위한 핵심방안으로 객실 승무원의 커뮤니케이션 능력의 중요성을 강조하며 다양한 노력들을 기울여왔다. 이러한 배경 하에, 항공사 객실 승무원의 커뮤니케이션 유형이 승객과의 라포 형성 및 관계의 질에 미치는 영향을 규명하고자 본 연구가 수행되었다. 본 연구의 표본은 최근 6개월 이내에 국제선 항공편을 이용한 여행객 250명을 대상으로 하였으며, 2019년 8월 20일부터 9월 10일까지 배부된 설문지 중 246명의 응답을 최종 분석에 사용하였다. 우선, 요인분석을 통하여 커뮤니케이션 유형을, 협력형, 전문형, 통제형으로 구별하였고, 이중 협력형과 전문형 유형들이 고객과의 라포 형성에 유의적 수준의 긍정적 영향을 미치고 있음이 발견되었으며, 통제형 유형의 커뮤니케이션은 부정적 영향을 미친다는 것이 밝혀졌다. 특히 협력형 커뮤니케이션이 가장 크게 영향을 미친다는 연구의 결과는 향후 항공사들이 잠재적인 승무원 요원들을 선발할 때 협력적 성격과 커뮤니케이션 능력을 갖춘 사람들을 대상으로 하여야 하고, 선발 후 교육훈련 과정에서도 이와 같은 부분을 유념해야 한다는 점을 시사하고 있다.

국내항공사 내국인 승무원의 국가별 고정관념이 외국인 승무원과의 응집력에 미치는 영향 : 일본, 중국 및 우즈베키스탄을 중심으로

The purpose of this study is to investigate the impact of stereotypes on emotion and cohesiveness when domestic flight attendants perform in-flight duties with foreign crew from various cultures. In order to prove this carried out survey for 266 airline cabin crews and were analyzed by using SPSS version 21.0 and AMOS version 21.0 program. As a result, it was found that there are differences between countries in recognizing the characteristics of other cultural crews through stereotypes of each member. In addition, although the different characteristics of stereotypes of different countries have had a direct and indirect effect on cohesiveness, sincerity has had a direct effect on cohesiveness in all countries. Therefore, in order to solve these problems, the company will train domestic attendants to develop their cultural capacity. We will need to induce more attention and engagement of minority personnel, such as training programs.

리더지원과 동료지지가 항공사 객실승무원의 직무만족 및 고객지향성에 미치는 영향 연구

The purpose of this study is to investigate the supervisory and peer support among cabin crew' s Job-satisfaction, Customer Orientation in airline crew to improve the service performance by managing the cabin crew efficiently. Colleagues are very important for service at service encounter. Data were collected from Korean based Full Serviced Carrier korean cabin crew. In this study, supervisory support and peer support had positive effect on job satisfaction and Satisfaction had positive effect on customer orientation. Also, peer support had positive effect on customer orientation. However, supervisory support had not effect on customer orientation. Thus, this study could suggest implication as follow. Airline manager may try to control to encounter supervisor as support airline cabin crew

리더-멤버 교환관계(LMX)의 조절효과에 따른 항공사 객실승무원의감성지능 및 조직시민행동에 미치는 영향력 분석

리더-멤버 교환관계(LMX)의 조절효과에 따른 항공사 객실승무원의감성지능 및 조직시민행동에 미치는 영향력 분석

Health risks and potential predictors of fatigue and sleepiness in airline cabin crew

Health risks and potential predictors of fatigue and sleepiness in airline cabin crew

항공사 객실승무원의 상호작용공정성, 조직신뢰, 조직냉소주의, 조직시민행동의 구조적 관계 연구

항공사 객실승무원의 상호작용공정성, 조직신뢰, 조직냉소주의, 조직시민행동의 구조적 관계 연구

항공사 객실승무원의 자아탄력성, 직무스트레스와 이직의도의 관계에 관한 연구

The purpose of this study was to investigate the relationship between Ego-resilience, Job Stress and Turnover Intention of Airline Cabin Crew. For the purpose of study, 210 survey questionnaires were distributed among the cabin crews who are working for airline industry from 1st Jul, 2019 to 12th Jul, 2019. Due to the reliability of data, 8 samples were discarded and 202 samples were put to actual analysis. In order to accomplish the purpose of the study, the researcher conducted and analyzed by using SPSS Ver. 21.0 statistics package. The results of the study are as follows. First, the Ego-resilience which consists of self-confidence and efficient interpersonal relationships had significant effects on Job Stress. Secondly, the Job Stress had significant effects on turnover intention. Thirdly, the Ego-resilience which consists of self-confidence and efficient interpersonal relationships had significant effects on turnover intention. This study shows that development and education of cabin crew 's ego - resilience improvement program can cope with job stress situation and prevent early turnover intention.

The Effect of Emotional Image on Customer Attitude

This study examines the color image of uniform of airline cabin crew according to the demographic characteristics of the customer and demonstrates how it affects the cognitive image of airlines. Adjective adjectives were derived for uniform color images of all eight airlines in Korea and analyzed the image of airline brand color. Based on the analysis of color images, the difference in perception according to the demographic characteristics of passengers was analyzed. When the colors of airline uniforms are mainly blue, sky blue, white and ivory, they have a lot of trust, neat and elegant images. Uniforms with primary colors such as red, orange and green beans are found to have a lot of cheerful, developmental and enterprising images. In addition, the empirical analysis of the impact of the customer's cognitive perception and favoritism on the uniform color image of the airline crew showed that the more positive the airline's positive perception of the uniform color image, the more positive the cognitive image is. In other words, the empirical analysis revealed that the airline's uniform color image, its cognitive image of the airline, and its popularity have significant positive relationships.

Assessment of Cabin Crew Awareness about Malaria in a Major Airline.

Background 
 Malaria is a global public health problem across Africa, Asia and Americas. In the recent past, a dramatic increase in global air travel networks and connectivity contributed to increased risk of contracting malaria. Airline cabin crew travelling to malaria high-risk countries are at increased risk of contracting the disease. Awareness plays an important role in prevention of malaria among the crew by having high degree of knowledge of disease and adhering to the protective measures advised. In this study we aimed to evaluate the knowledge about malaria, risk assessment, prevention and prophylaxis of malaria among a major commercial airline crew member.
 Methods
 This was qualitative cross-sectional study based on structured questionnaire conducted among crew members in a major commercial airline. We have deployed purposive sampling to pick 40 crew members who frequently travel to malaria endemic areas as part of their duty. The questionnaire contained both close and open-ended questions, which was given to the participants via the receptionists at the medical centre of the airline.
 Results
 Most of the cabin crew members were aware about malaria and its causes, symptoms, prevention and effective treatment. Many of the participants have been taking necessary precautions to ensure that they are safe but not all possible measures.
 Conclusions
 The baseline data should be further confirmed to assist in giving the appropriate recommendations to help combat the issue of protecting cabin crews from the risks of Malaria.

Measles transmission at an international airport — Taiwan, March–April 2018

During March–April 2018, an infectious measles index case traveling from Thailand led to two successive generations of measles transmission in Taiwan, with 21 cases confirmed. The median patient age was 30.5 years (range 22–47 years); six (27%) had documented receipt of one (n=3) or more (n=3) previous measles-containing vaccine doses at age ≥12 months. Epidemiological investigation and sequence analysis found that most (n=16, 76%) measles transmissions had occurred in airport and flight settings; secondary and tertiary cases included cabin crew (n=7), airport staff (n=2), and passengers who had been at the same airport or on the same flight (n=7). This investigation serves as a reminder that an international airport can be a hotspot for measles transmission. International travelers, airline cabin crew, and airport employees are recommended to check their vaccination status and ensure that they are fully vaccinated against measles. Furthermore, it is recommended that airline and airport employers have an occupational health vaccination program in place to ensure appropriate pre-employment assessment of measles immunity and vaccination.

블랙컨슈머의 행동에 대한 항공사 객실승무원의 감정노동이 직무지속의사에 미치는 영향 : 직무배태성의 매개효과를 중심으로

블랙컨슈머의 행동에 대한 항공사 객실승무원의 감정노동이 직무지속의사에 미치는 영향 : 직무배태성의 매개효과를 중심으로

Melanoma and skin cancers in airline pilots and cabin crew

Ultraviolet radiation (UVR) from the sun is a major cause of skin cancer, including melanoma which is the most deadly form of the disease. As part of their jobs, airline pilots and cabin crews are exposed to cosmic radiation, and airline pilots may receive UVR on the flight deck, potentially resulting in skin cancer. The authors, based in Australia and the U.K, therefore systematically reviewed all relevant studies to find out risk of, and mortality (death) from, melanoma and other skin cancers in airline pilots and cabin crews. The majority of the 12 studies identified were conducted in the 1970s to 1990s in Europe or North America. They found that melanoma and other skin cancers were around twice as common in pilots and cabin crews as in the general community. Melanoma deaths were also doubled in the pilots but not in the aircrew. Ultraviolet B radiation from the sun is the main cause of melanoma and other skin cancer, but ultraviolet B radiation is not detectable or not increased above ground level values in modern airline cabins and flight decks. Also occupational levels of cosmic radiation among pilots and cabin crew are assessed not to be hazardous. However, high recreational sun exposure (i.e. time in the sun when not working) among airline pilots and cabin crews cannot be ruled out, especially in the existing published studies reflecting sun exposure patterns of previous decades. The authors concluded that airline pilots’ and cabin crews’ high risk of melanoma and other skin cancers could not be clearly attributed to occupational (job related) factors. They called for up‐to‐date studies of the topic.

The Effect of Efficiency Evaluation on the Organizational Effectiveness of the Cabin Crew’s Competency -Focusing on the Job Satisfaction of the Personal Capacity of Airline Cabin Crews

The Effect of Efficiency Evaluation on the Organizational Effectiveness of the Cabin Crew’s Competency -Focusing on the Job Satisfaction of the Personal Capacity of Airline Cabin Crews