Airline Flight Attendants Research Articles

The Effect of the VR (Virtual Reality) Usability of Safety Training for Airline Flight Attendants on Perceived Learning, Safety Behaviors, and Satisfaction

Purpose - The purpose of this study is to examine the VR (Virtual Reality) usability of the newly implemented safety VR training in the airline sector and to investigate the relationships and effects among perceived learning, safety behaviors, and satisfaction.
 Design/Methodology/Approach - In this study, hypotheses concerning the relationship between VR usability and perceived learning, safety behaviors, and satisfaction were examined through multiple regression analysis, utilizing data from a survey of 423 employees within a domestic airline implementing VR training in South Korea.
 Findings - Airlines are a dynamic field wherein there is a continuous trend of ongoing technological advancements and the development and application of digital features. In response to these changes, airlines have been introducing VR-based safety training methods. This study confirmed that flight attendants that underwent VR training assessed their perception of VR usability, contributing to performance in safety tasks and expressing satisfaction with the outcomes. VR training not only offers a realistic and immersive experience that depicts actual scenarios but also encourages active participation among employees.
 Research Implications - This study provides results that overcome the challenges of realistically reproducing emergency situations in training environments by introducing training based on VR. This study anticipates that the findings will offer valuable insights for fields attempting to utilize VR for training purposes.

항공사 객실승무원의 진성리더십이 관계에너지와 과업성과에 미치는 영향

Purpose : The purpose of this study aimed to explore 1) the relationships between authentic leadership, relational energy and task performance 2) the relationship between relational energy and task performance 3) the mediating effect of job burnout. Research design, data, methodology : Online questionnaires were conducted for airline flight attendants’, and 210 total valid samples were used for analysis. For the empirical analysis, simple, multiple, hierarchical regression analysis were conducted. Results : The results of the study are as follows; First, the results of this study shows that authentic leadership has a positive effect on the relational energy and task performance. Second, relational energy has a positive effect on the task performance. Third, it has been found that the mediating effect of relational energy. Conclusions : The ultimate results of this study bring up the new direction in ways the human resource management and the organization management in convention industry which emphasizes the importance of uthentic leadership, relational energy and task performance.

항공사 승무원의 인적서비스, 브랜드 이미지, 러브마크, 브랜드 신뢰, 브랜드 충성도간의 구조적 관계 연구

The purpose of this study was to understand the structural influence relationship between airline flight attendants’ human service, brand image, lovemarks, brand trust, and brand loyalty. In this study, it was found that among the factors of customer orientation, expertise, likability, and physical attractiveness, which are elements of human service of airline flight attendants, customer orientation and physical attractiveness had a positive effect on the brand image. In addition, it was intended to investigate the relationship between brand image, lovemarks, brand trust, and brand loyalty. A convenience sampling method was used to collect data. Appropriate validity was secured through confirmatory factor analysis, and as a result of finding in the structural model, it was confirmed that appropriate figures were included. As a result of finding in the structural model, it was found that the brand image did not affect brand love, which is an element of lovemarks, while it was found to affect brand respect. It was found that the brand image had an effect on brand trust. Finally, it was confirmed that brand love does not affect brand loyalty and brand respect and brand trust affect brand loyalty.

A Study on Job Stress Factors Caused by Gender Ratio Imbalance in a Female-Dominated Workplace: Focusing on Male Airline Flight Attendants.

This study investigated the factors that cause job stress among male flight attendants in a female-dominated airline organization, as well as the impact of job stress on their mental health and turnover intention. It also attempted to determine whether perceived family support, perceived organizational support, and job positions had moderating effects on male flight attendants’ job stress. Six job stress factors were identified through focus group interviews and a literature review. A survey was conducted from 1 January to 2 February 2022 to validate the research model, and 188 valid samples were used for statistical analysis. This study discovered that gender differences in communication, relationship conflict with colleagues, hierarchical organizational culture, and role overload had a direct impact on male flight attendants’ job stress. Job stress was found to have a negative impact on mental health and a positive impact on turnover intention. Perceived organizational support was also found to reduce job stress. This study is notably the first to address stress encountered by male flight attendants at work. It offers new directions for future airline personnel management and research. It also presents practical implications, such as the development of training and personnel management programs for male flight attendants.

진성리더십이 조직구성원의 긍정심리자본과 혁신행동에 미치는 영향에 관한 연구: 항공사 승무원을 중심으로

The purpose of this study is to find the effects of authentic leadership on the positive psychological capital and the innovative behavior in airline flight attendants. Questionnaires are collected from 202 airline flight attendants. The results are following: first, The authentic leadership had partially positive effect on the positive psychological capital. Second, The positive psychological capital had partially positive effect on the innovative behavior. Third, The authentic leadership had positive effect on the innovative behavior. Fourth, The positive psychological capital had mediating effects partially between authentic leadership and innovative behavior. The results provided useful implications for effective human resource management to secure competitiveness in airlines.

The Effect of Psychological Anxiety Caused by COVID-19 on Job Self-Esteem and Job Satisfaction of Airline Flight Attendants.

This study aimed to investigate how psychological anxiety caused by COVID-19 has influenced airline cabin crew job self-esteem and job satisfaction. A questionnaire based on prior research was developed to identify factors of psychological anxiety among cabin crews as a result of COVID-19. The survey sample was limited to current cabin crews who experienced leave of absence due to COVID-19, and questionnaires were distributed to 201 crew members from 15 February to 15 April 2021. As a result of the analysis, the hypothesis that salary reduction, career stagnation, social perception, and employment insecurity have a significant effect on job self-esteem and job satisfaction was supported, while perceived infection risk and benefit reduction were rejected. This study found that psychological anxiety caused by COVID-19 affected cabin crew’s self-esteem and job satisfaction. These findings could aid in the development of strategies for effective airline human resource management to prevent psychological anxiety from creating stress and negatively affecting work. Furthermore, since the alert for the emergence of new viruses will not be eased in the future, this study will prevent psychological anxiety among cabin crews to cause job self-esteem and job dissatisfaction.

직무 불안정성이 직무 스트레스와 친사회적 서비스 행동에 미치는 영향 : 항공사 객실승무원을 중심으로

It is meaningful to study job insecurity for flight attendants of airlines whose work environment is rapidly changing due to COVID-19 pandemic. The purpose of this study is to investigate the relationship between job insecurity, job stress, and pro-social service behavior, centered on airline flight attendants. An online survey was conducted on airline cabin crew. A total of 218 responses were collected from February 01, 2021 to March 15, for about 6 weeks, but 210 copies were used for the final analysis, excluding 8 copies judged to be unsuitable for analysis. For the data, frequency analysis, validity and reliability analysis, and path analysis were performed using SPSS 21 and AMOS 21. As a result of the analysis, first, it was found that job insecurity had a positive effect on job stress. Second, job stress was found to have a negative effect on pro-social service behavior. Third, job insecurity was found to have a negative effect on pro-social service behavior. Finally, it was found that job stress had a mediating effect in the relationship between job insecurity and pro-social service behavior. The results of this study are expected to be used as basic data for finding effective human resource management measures to improve airline service levels. In addition, the originality of this study is that it revealed the mechanism of perception of job insecurity-inner state-behavior for airline cabin crew after COVID-19.

The Effects of Job Insecurity on Job Commitment : Focusing on the Mediating Effect of Quality of Work-Life of Airline Flight Attendants

글로벌 팬더믹 현상으로 인한 경기 침체와 여행산업 환경의 악화에 따라 그동안 꾸준히 성장하던 항공산업의 성장추세가 개별항공사의 존립을 걱정할 정도로 심각하게 악화되었다. 항공사 조직의 생존을 위해 여객운송에서 화물운송으로 항공기 장비운영의 탄력성을 높이고 있으며 각국의 출입국 금지 조치에 따라 구조조정 및 비행일정의 조정등과 같이 이전과는 달리 매우 열악한 근무환경이 조성되었다. 그동안 직업안정성이 보장되었던 항공사의 전략적 구성원들인 항공객실승무원의 직무불안정은 직업인으로 서의 일과 삶의 균형을 잃게 되었으며 불안정한 비행스케쥴과 지속적 조직안정에 대한 불안감과 같이 향후 앞날을 예측하기 힘든 상황에 처하게 되었다. 서비스직무를 수행하는 항공승무원은 고객접점직원으로서 전술 적 직원으로 취급되며 항공 비즈니스 목표 달성을 위해 서비스 프로세스를 제공하여 항공이용고객의 서비스충 성도에 직접영향을 미친다. (Karat epe & Aga, 2012). 따라서 항공승무원들의 고용관계는 매우 중요하게 취급 되어져 왔다. 특히, 안정적 고용이란 개인에게 체계적 삶을 설계하고 개발하는 기회와 경제적 소득을 비롯하여 사회적 관계의 확충의 역할을 한다(Jahoda, 1982). 본 연구는 항공객실승무원이 인식하는 직무불안정이 일과 삶의질과 직무몰입에 미치는 영향관계를 살펴보 았다. 그동안 항공객실승무원에 관한 연구에서 부정적 고용관계가 일과 삶의 질(QWL)과 직무몰입과 같은 긍정적 직무변수를 다룬 국내연구는 그리 많지 않다. 이를 위해 2020년 12월 3부터 12월 23일 까지 국내 항공객실 승무원에 대한 온라인 설문조사를 실시하였다. 총 245부를 배포하여 최종 202부를 이용하였다. 연구모형의 구성개념은 직무블안정 13문항, 일과 삶의질 24문 항, 직무몰입 15문항 에 대하여 AMOS 20.0을 이용하여 구조방정식 모형의 가설검정을 실시하였다 검정결과, 항공객실승무원이 고용불안정은 일과 삶의 질에 매우 부정적(-) 영향을 미쳤으며 고용불안정을 많이 인식할수 록 직무몰입도가 낮아지는 것으로 나타났다. 일과삶의 질은 직무몰입의 강도를 정(+)의 방향으로 높이는 것으로 나타났으며 고용불안정과 직무몰입간의 영향관계에 대해 간접효과가 있는 것으로 나타났다. 글로벌팬더믹(COVID-19)는 여행산업환경의 매우 많은 부분을 변화 시키고 있으며 항공사들의 직원들에 대한 고용불안정은 날로 높아가고 있다. 조직구성원들이 직무불안정은 서비스품질, 직무배태성, 조직몰입등에 양향을 미치며 고용관계의 불안으로 인하여 매우 부정적인 직무태도로 나타난다. 또한, 일과 삶의 균형의 감소를 이끌어내며 조직에 대한 충성도가 낮아져 자신의 직업에 대한 자존감이 매우 떨어뜨린다. 글로벌 팬더믹으로 인한 불확실한 기업환경을 극복하기 위하여는 대규모 구조조정 및 인사정책의 변화가 불가피하다. 하지만 이러한 긴급하고 방대한 규모의 구조조정시 인적전략의 고용관계의 변화는 회사의 일방적 인 지시 또는 강제력을 동원하기보다 조직구성원들의 직무불안정으로 인한 일과 삶의 균형을 깨뜨리지 않는 최소화 젼략을 사용해야하며 직무몰입에 저해하는 전략을 가급적 제고되어야 한다는 점이 입증되었으며 항공 승무원들이 참여하는 직무 자율규조조정과 같은 방안이 마련되어야 한다는 점을 제시하였다.

긍정심리자본이 직무만족에 미치는 영향 : LCC 항공사 승무원을 대상으로

This study verified the relationship between positive psychological capital and job satisfaction for airline cabin crews. The survey was conducted from August 1, 2019 to August 30, 2019 and a total of 203 samples were used as empirical analysis data, except for questionnaires that were deemed inconsistent or insincere in their responses. In addition, frequency analysis, factor analysis, correlation analysis, and multiple regression analysis were performed using the SPSS 25.0 statistical package. The purpose of this study was to analyze the relationship between positive psychology capital and job satisfaction by identifying the concept of the composition of positive psychology capital for airline flight attendants. According to the findings, first, all four components, such as self-efficacy, optimism, hope, resilience presented in the theoretical background with respect to positive psychology capital appeared and were presented in the same way as the findings of Luthans (2002a, 2002b). Second, in the impact relationship between positive psychology capital and job satisfaction, all four components were found to have a defining effect, but statistically only hope and optimism were significant, whereas self-efficacy and resilience were found not to be significant.

항공사 객실승무원이 지각한 안전 분위기가 안전 동기와 안전행동에 미치는 영향: K항공사 객실승무원을 중심으로

항공사 객실승무원이 지각한 안전 분위기가 안전 동기와 안전행동에 미치는 영향: K항공사 객실승무원을 중심으로

항공사 승무원의 사회적 불안이 이직의도에 미치는 영향: 직무만족을 매개효과로

항공사 승무원의 사회적 불안이 이직의도에 미치는 영향: 직무만족을 매개효과로

항공사 승무원의 노동조합에 대한 불신과 무관심의 원인 및 극복방안에 관한 경험적 고찰

우리나라의 현재 항공 산업은 확장과 성장하는 사이 여러 가지 긍정과 부정의 신호가 나타나고 있다. 산업 규모 전체의 성장은 이전보다 많은 일자리를 창출하는 효과를 낳기도 했다. 하지만 규모의 성장 이면에는 인턴과 같은 비정규직 고용의 증가와 항공사의 원가 절감 과정에서 내부 노동자들의 권익을 침해하는 부정적인 면도 함께 존재한다. 본 연구는 ‘당신이 노동현장에서 불공정한 대우를 받았을 때 어떻게 대처하였습니까?’라는 단순한 질문 하나가 그 시작점이 되었다. 이 조사 설문 항목과 관련하여 응답자인 양대 항공사 (장거리 운용 항공사인 A, K 항공사) 승무원 345명 중 258명 (74.78%)은 ‘다른 조치 없이 참고 지나갔다’라고 답했고, ‘노동조합 등에 알려서 함께 대처했다’라는 답은 7명으로 2.03%라는 미미한 수치로 나왔다. 이 결과를 토대로 현재 장거리 운용 항공사에 근무하고 있는 항공 승무원 노동자들이 노동조합의 역할에 부정적인 견해를 나타내고 있음을 짐작해 볼 수 있었다. 노동조합은 노동자의 이익을 대변하고, 신분을 보호하는 기능을 해야 함에도 불구하고 이런 역할이 제대로 수행되고 있지 못한 것은 아닌지 의문을 가지게 되었다. 이에 근거하여 본 연구는 그 연구목적을 항공 산업에서 (1) 노조가 이익 대변 집단으로써 해야 할 본질적인 역할은 무엇인가(2) 이러한 역할 중에서 어떤 역할을 제대로 하지 못해 승무원들의 근무환경이 악화하고 있는가 (3) 이러한 역할 중에서 노조에 대한 불신과 무관심을 갖게 하는 가장 큰 요인이 무엇인지 밝혀내려 하였다. 이에 2019년 9월 1일부터 10월 20일까지 K 항공사와 A 항공사에서 현재 근무 중인 객실승무원에게 요청을 하여, 설문조사를 실시하였다. 그 결과, 노동조합이 수행하는 신분보장, 정보제공, 사회정치적 역할은 내부 노동자의 노조에 대한 불신에 유의한 부의 영향을 미치며, 이러한 불신은 노조활동에 대한 무관심으로 이어졌다. 반면에 교육과 경제적 이익 대변의 역할은 노조에 대한 불신과 무관심에 유의미한 결과가 나오지 않았다. 본 연구가 앞으로 항공 산업 분야 노동자들에게 있어서 노동환경 개선에 왜 노동조합의 역할이 중요한지에 대한 인식 전환을 불러올 수 있기를 기대한다.

Are our Chinese Guests Annoying? : An Analysis of Thai Hosts’ Perceptions of the Chinese Tourists

Along with the positive economic impact brought by the Chinese market, the negative social impacts have been the cultural clashes which have been reflected through complaints and comments made through several media. This study aimed to examine how the Thai hosts consisting of 401 respondents, working in the tourism industry including hotel staff, tour guides, tour operators and airline flight attendants, perceive the behaviors of the Chinese tourists or their guests. The behaviors studied were identified by reviewing bulletins, discussion boards, reviews and comments on online media. A previous study of similar topic done in Macao was closely reviewed. 19 behaviors of the Chinese tourists were perceived by the Thai hosts as frequent and annoying. These behaviors, which require immediate attention to, included talking loudly in public, making noise eating in a restaurant, rushing into a place/vehicle in a chaotic manner, bumping into/shoving others in a crowd, shouting/calling others in a hotel/public place, spilling food on the table, cutting a queue, allowing children to run around disturbing others, smoking in a non-smoking area, getting into the elevator/vehicle before others get off, walking obstructing others in the footpath, not caring to observe or learn local customs, littering carelessly, dropping cigarette butts, spitting in public, not flushing the toilet after use, not observing or breaking local traffic rules, wearing indecent clothes /not observing local dress code, and expecting to be served before locals. The relevant stakeholders should pay attention to these 19 behaviors as they occurred frequently and were annoying to the hosts. Other 19 behaviors were perceived to be annoying. However, they occurred less frequently. These behaviors have to be watched out. Three behaviors can be ignored as they were not annoying and not frequent. The tourist’s trying to get a bargain took place frequently but it was considered not annoying. Therefore, this behavior is of low priority. The conclusion gave some ideas on how to deal with the frequent and annoying behaviors.

상사-부하 교환관계와 조직몰입의 관계에 있어 긍정심리자본의 조절효과 :항공사 객실승무원을 중심으로

상사-부하 교환관계와 조직몰입의 관계에 있어 긍정심리자본의 조절효과 :항공사 객실승무원을 중심으로

A Study on the Effects of Career Plateau on Organizational Commitment, Burnout and Turnover Intention of Airline Flight Attendants in Korea

A Study on the Effects of Career Plateau on Organizational Commitment, Burnout and Turnover Intention of Airline Flight Attendants in Korea

Q-방법론을 적용한 항공기 내 고객 불량행동 유형 분석 : 항공기 이용객과 객실승무원 간 인식 비교를 중심으로

Q-방법론을 적용한 항공기 내 고객 불량행동 유형 분석 : 항공기 이용객과 객실승무원 간 인식 비교를 중심으로

The Effects of Authentic Leadership on Psychological Well-being and Job Performance - Focused on Airline Flight Attendants

This study intends to examine how authentic leadership affects psychological well-being and job performance among flight attendants. To test hypotheses, this study performed survey to flight attendants of big airlines in Korea for about two months from October 1 to December 5, 2018. 200 copies of the questionnaire was distributed, and 180 were collected. Among them, 21 copies where many questions were unanswered or not very seriously answered were discarded. So, 159 copies in total were used for analysis. Statistical analysis was done with SPSS 22.0 and AMOS 21.0. The results are as follows. First, balanced information processing, self–awareness, self–awareness have significant effect on psychological well-being, while relational transparency have not. Second, psychological well-being have significant effect on job performance. Consequently, all the hypotheses in this study except for hypothesis 1-3 were adopted.

Quality of Electrocardiograms Obtained in Flight by Airline Flight Attendants.

BACKGROUND: Handling cases of chest pain aboard commercial flights is challenging for crewmembers, onboard medical volunteers, and ground-based doctors providing remote advice. Obtaining an electrocardiogram (ECG) in-flight could help in dictating the management of such cases. The ability to diagnose or rule out ST-segment elevation myocardial infarction (STEMI) would have clinical and prognostic implications. The feasibility of obtaining good quality ECG tracings by flight attendants in flight is not known.METHODS: A series of 200 consecutive ECG tracings transmitted to a ground-based medical support provider were independently reviewed by four observers who ranked the ECG tracings according to a quality score (QS) criteria, as well as trying to identify or rule-out cases of STEMI.RESULTS: ECG quality was considered good enough to extract useful information in 170 of 200 tracings (85%). Seven cases of STEMI were identified. A STEMI was confidently ruled out in 104 cases. Additional abnormalities of variable clinical importance were also detected.DISCUSSION: ECGs are essential in the prehospital management of chest pain cases. ECGs obtained in flight by airline flight attendants were mostly of diagnostic quality, allowing confirmation or ruling out of STEMI, as well as detecting arrhythmias of clinical significance in case management.Alves PM, Lindgren JA, Streitwieser DR, Anzola E, Ahmed N, Nerwich N. Quality of electrocardiograms obtained in flight by airline flight attendents. Aerosp Med Hum Perform. 2019; 90(4):405-408.

직장생활의 즐거움이 회사에 대한 소속감과 자부심에 끼치는 영향 : 항공사 객실승무원을 중심으로

직장생활의 즐거움이 회사에 대한 소속감과 자부심에 끼치는 영향 : 항공사 객실승무원을 중심으로

항공사 승무원이 지각하는 고객불량행동과 직무소진, 조직시민행동의 구조적 관계 : 조직후원인식의 조절효과를 중심으로

This study conducted a questionnaire survey of airline flight attendants. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about three months from August 2018 to October 2018. 272 questionnaire copies were used for data analysis. As a result of testing hypotheses, first, it was found that customer dysfunctional behavior perceived by airline flight attendants had significant positive (+) effects on their job burnout, implying that the higher the perceived customer dysfunctional behavior, the higher the burnout. Second, it was found that airline flight attendants’ job burnout had significant negative (-) effects on their organizational citizenship behavior. Lastly, it was found that the effects of customer dysfunctional behavior on job burnout varied according to the degrees of perceived organizational support, and thus the moderating effect of perceived organizational support was confirmed. This study carries significant theoretical implications in that it identified the moderating effect by using as a moderator variable the perceived organizational support, which is a variable that had scarcely been dealt with by the existing studies on airline flight attendants in connection with the relationship between customer dysfunctional behavior and job burnout.