항공사 객실팀의 조직분위기, 조직몰입, 조직시민행동 및 서비스수행 결과 간의 영향 연구

The Relationship Between Organizational Climate, Organizationa Commitment, Organizational Citizenship Behavior and Service performance: A comparison of two Different Cabin Crew Job Positions

This study attempts to explore the differences of two fight attendant groups(i.e.,. a general flight attendant group and a purser group) in terms of the relationship between organizational climate, organizational commitment, organizational citizenship behavior and service performance. A total of 510 samples were conveniently selected from Korea Air cabin teams in 2009. Results found that for both of the groups, organizational climate have a significant impact on organizational commitment. In addition, all the five citizenship behaviors were influenced by organizational commitment among the general flight attendants, while only three citizenship behaviors were impacted by organizational commitment among the purser group. Furthermore, service performance was influenced by all the five citizenship behavior among the general flight attendant group, while only three citizenship factors impacted on the service performance among the purser group.