블랙컨슈머의 행동에 대한 항공사 객실승무원의 감정노동이 직무지속의사에 미치는 영향

The Influence of Emotional Labor of Airline Cabin crew on Black Consumer Behavior on The intent to stay: Focused on Mediating Effects of Job Embeddedness

The purpose of this study was to examine the mediating effect of job embeddedness in maintaining occupation based on previous research findings that emotional labor of airline cabin crew due to black consumer has difficulty in sustaining the job. In order to accomplish this purpose, questionnaires were produced referencing the existing researches, and a survey was conducted on the airline cabin crews. A total of 398 usable and reliable respondents were used for the data analysis. The results of the analysis are summarized as follows. First, the partial mediation effect on organizational fit, organizational sacrifice, and organizational links was examined in relation to emotional labor, surface emotion, and turnover intention. In other words, if the employees feel that their personal values match the company, the company culture is suitable for their employees, they can accomplish the career goal, and therefore the turnover intention decreases. If you are satisfied with your company's welfare benefits or are considered to be able to work until retirement age, your turnover intent decreases. In addition, it can be seen that the turnover intention decreases when there are many colleagues who work regularly or colleagues who can give help. The managerial and academic implications based on the findings were thoroughly presented at the concluding section.