항공사 객실승무원의 채용, 교육훈련 및 비행과정과 정서노동

Flight Attendants’ Entering, Training Process, Cabin Service and their Relationships with Emotional Labor: An Extension of the Domain and Process of Emotional Labor

The purpose of this study was to explore flight attendants’ entering, training process, cabin service and their relationships with emotional labor. We did in-depth interviews of 10 flight attendants about their application procedure for the job, training process after entering the airline and actual emotional labor during a flight. We also did additional in-depth interviews of two flight attendant trainers to understand emotional labor management from a managerial perspective. Results revealed that flight attendants recruitment procedure was on the line of emotional training process. From a managerial point of view, results also showed that the flight attendants emotional labor was practiced not only with passengers but also with co-workers. Based on these results, we suggested human resource management policies for the airline industry.