The purpose of the current research is to investigate important roles of emotional labor(deep acting and surface acting) influencing flight attendants' job engagement and pro-social behavior. Additionally, the mediating effect of job engagement on the relationships between flight attendants’ emotional labor and their pro-social behavior is verified. Based on existing studies, the hypothesized model was proposed and data were collected via field survey. To empirically test the conceptual model proposed, the data from a total of 238 flight attendants' gained. were analyzed using structural equation modeling. The findings of data analysis showed that flight attendants’ deep acting had a positive effect on job engagement and pro-social behavior; however, surface acting negatively influenced job engagement only. The mediating effect of job engagement was significant only on the relationship between flight attendants’ deep acting and their pro-social behavior. Based on the findings of this study, specific guidance was provided for the department of human resource management in the airline industry.
Ⅰ. 서 론
Ⅱ. 이론적 배경
Ⅲ. 연구설계
Ⅳ. 실증분석
Ⅴ. 결 론
참고문헌
(0)
(0)