航空社 乘務員들의 感情勞動에 따른 職務스트레스가 서비스提供水準 및 移職意圖에 미치는 影響

The Effect of Airline Cabin Crew’s Emotion Labor on the Job Stress and Service Delivery Level and Turnover Intention

This study aim to researching the Airline cabin crew’s job stress by emotion labor which were effect on service delivery level and turnover intention. Therefore, I selected the Airline hostess who were worked at the 2 major airlines in Domestic. The period were from 1st to 31st May on 2011. I collected and analyzed the 310 sheets of questionnaire among the total distributed 330 sheets. The results are as follows; The First, The job stress were increasing by the much more emotion labor’s attention of emotion expression, frequency of emotion expression and disharmony of emotion. The Second, The service delivery level were declining by the much more emotion labor’s attention of emotion expression, frequency of emotion expression and disharmony of emotion. The Third, The turnover intention were increasing by the much more emotion labor’s attention of emotion expression, frequency of emotion expression and disharmony of emotion. The Forth, The Airline hostess service delivery level were declining by the much more pb stress. The Fifth, The Airline hostess turnover intention were increasing by the much more job stress.