항공사 객실승무원의 감정노동전략, 감정부조화, 조직냉소주의 관계연구

A Study on the Relationship between Emotional Labor Strategy, Emotional Dissonance, Organizational Cynicism of Airline Cabin Crew

The purpose of this study was to investigate the relationship between Emotional Labor Strategy, Emotional Dissonance, Organizational Cynicism of Airline Cabin Crew. For the purpose of study, 220 survey questionnaires were distributed among the cabin crews who are working for airline industry from 1st Oct, 2019 to 15th Oct, 2019. Due to the reliability of data, 12 samples were discarded and 208 samples were put to actual analysis. In order to accomplish the purpose of the study, the researcher conducted and analyzed by using SPSS Ver. 21.0 statistics package. The results of the study are as follows. First, In the relationship between emotional labor strategy and emotional dissonance, surface acting had a positive effect, while deep acting had a negative effect. Secondly, the emotional dissonance had significant effects on organizational cynicism. Thirdly, In the relationship between emotional labor strategy and organizational cynicism, surface acting had a positive effect, while deep acting had a negative effect. Therefore, It is necessary to integrate the personnel and organizational management by establishing a plan to manage the emotional dissonance of cabin crews at all times.