항공사 객실승무원의 마음챙김이 고객지향성에 미치는 영향

The Effect of Airline Cabin Crews' Mindfulness on Their Customer Orientation: Focused on the Mediating Effect of Organizational Commitment

The purpose of this study was to investigate the effect of mindfulness on organizational commitment and customer orientation focused on the mediating effect of organizational commitment. The data collected from a survey of 375 cabin crew working on international routes of domestic airlines was analyzed using exploratory factor analysis, multiple regression analysis and mediation regression analysis. The findings are as follows. First, it was found that attention concentration among the sub-factors of mindfulness had significant positive(+) influence on organizational commitment. Second, attention concentration had also significant positive(+) effect on customer orientation. It was certain that attention concentration is important factor for cabin crew. Third, organizational commitment positively effect to customer orientation. Lastly, organizational commitment fully mediated the relationship between attention concentration among the sub-factors of mindfulness and customer orientation. As a result, this study was conducted under different aspects, internal customer and external customer. In addition, it was significant that this study showed the importance of attention concentration among the sub-factors of mindfulness and organizational commitment for organizational efficient management and customer satisfaction.