항공사 조직분위기가 감정노동과 직무성과 및 이직의도에 미치는 영향

The Effects of Airline's Organizational Atmosphere on Emotional Labor, job performance and Turnover Intention

In this study it was intended to search the process of the path from cabin crew’s perceived organizational atmosphere, to job performance and turnover intention through cabin crew’s emotional labor. The verifying results of hypotheses were as follows. First, it was proved that the leader characteristic of airline’s organizational atmosphere gave influence on cabin crew’s emotional labor. Second, it was proved that both sub-factors of the emotional labor, internal behavior and external behavior, gave influence on the job performance. Third, it was proved that both internal behavior and external behavior gave influence on the turnover intention. That the leader characteristics, a factor of the airline‘s organizational atmosphere affected on the emotional labor, had drawn the importance of leader characteristics, a sub-factor consisting the organizational atmosphere and implied the necessity of the leader characteristics for future study of airline’s organizational atmosphere. And, as the influence of cabin crew’s internal behavior on the turnover intention had been reported, this study results had implied the necessity of the effort to transform the external behavior to the internal behavior of the cabin crew’s emotional labor.