검색 상세

항공사 객실승무원의 감성지능이 직무성과에 미치는 영향

김나라

원문보기

초록 moremore
The purpose of this study is to investigate whether the emotional intelligence of flight attendants affects their job performance. In this study, job performance was defined as 'promotion' within the company and the years required for promotion were measured as performance. This study set hypothe...
The purpose of this study is to investigate whether the emotional intelligence of flight attendants affects their job performance. In this study, job performance was defined as 'promotion' within the company and the years required for promotion were measured as performance. This study set hypotheses based on the theory and previous studies on emotional intelligence. Hypothesis test was conducted on 109 Korean cabin crew members who have been working at Korea 's largest airline “Korean Air” for more than three years. As a result, it turns out that emotional intelligence of flight attendants has a significant effect on job performance. In this study, the time required for promotion was found to be shorter as three ability – self management, others recognition, relationship control of the four emotional intelligence factors, self recognition, self management, others recognition, relationship control – get higher. And especially others recognition ability was the most influential. The implications of this study are as follows. First, it is meaningful to apply the promotion system practically operated by the airline to job performance to demonstrate the function of emotional intelligence in business reality. Second, it can be useful reference material for education and training for enhancing the performance of the members by finding specific sub which have significant influence on job performance among elements of emotional intelligence. Third, as the influence of emotional intelligence of airline cabin crew on the speed of promotion is found to be different, activities for specializing emotional intelligence in new cabin crew recruiting and maintenance education can be helpful in deriving the results. However, the sample of this study is limited to Korean Air, and there is a limitation in that it controls other evaluation items such as foreign language and broadcasting qualifications that affect promotion. This study is expected to be theoretical foundation of adoption and development of various personnel system for enhancing the performance of the airline and company organization, in regard to investigate the effect of the emotional intelligence of flight attendants on the actual performance and to identify the detailed factors.
초록 moremore
본 연구는 항공사 객실승무원의 감성지능이 그들의 직무성과에 영향을 미치는지에 대해 알아보는 데에 목적이 있다. 본 연구에서는 직무성과를 회사 내에서의 ‘승진’으로 정의하였으며, 승진 소요년수를 성과로 측정하였다. 이와 같은 연구 목적을 수행하기 위해 감성지능에 대한 이론 및 선행 연구를 바탕으로 가설을 설정하였으며, 국내 최대 항공사인 대한항공에 3년 이상 재직 중인 객실승무원 109명을 대상으로 가설 검증을 실시하였다. 가설 검증의 결과로, 항공사 객실승무원의 감성지능이 직무성과에 유의한 영향을 미치는 것으로 나타났다...
본 연구는 항공사 객실승무원의 감성지능이 그들의 직무성과에 영향을 미치는지에 대해 알아보는 데에 목적이 있다. 본 연구에서는 직무성과를 회사 내에서의 ‘승진’으로 정의하였으며, 승진 소요년수를 성과로 측정하였다. 이와 같은 연구 목적을 수행하기 위해 감성지능에 대한 이론 및 선행 연구를 바탕으로 가설을 설정하였으며, 국내 최대 항공사인 대한항공에 3년 이상 재직 중인 객실승무원 109명을 대상으로 가설 검증을 실시하였다. 가설 검증의 결과로, 항공사 객실승무원의 감성지능이 직무성과에 유의한 영향을 미치는 것으로 나타났다. 본 연구에서 측정한 4가지 감성지능 요소인 자기인식, 자기관리, 타인인식, 관계조절 중 자기관리, 타인인식, 관계조절 능력이 높을수록 승진에 소요되는 시간이 짧은 것으로 나타났으며, 특히 타인인식 능력이 가장 큰 영향을 미치는 것으로 나타났다. 이와 같은 결과를 토대로 본 연구의 시사점은 다음과 같다. 첫째, 항공사에서 실질적으로 운용하고 있는 승진제도를 직무성과로 적용한 것은 감성지능의 기능을 비즈니스적 현실에서 실증해 보았다는 데에 의의가 있다. 둘째, 객실승무원의 감성지능 요소 중 직무성과에 유의한 영향을 미치는 구체적인 하위차원을 발견해 냄으로써, 구성원이 그들의 성과 창출 및 승진을 위한 노력에 유용한 참고자료가 될 수 있을 것이다. 셋째, 객실승무원의 감성지능이 승진속도에 미치는 영향력의 차이가 발견됨에 따라, 객실승무원 신입 및 보수 등의 인재 교육시 감성지능 발달을 위한 특화 프로그램을 개설함으로써 항공사 차원에서도 우수한 인재 개발 및 성과 도출에 도움이 될 수 있을 것이다. 본 연구는 표본 대상이 대한항공에 국한되었고, 승진에 영향을 미치는 외국어, 방송자격 등의 기타 평가항목을 통제했다는 점에서 한계가 있으나, 객실승무원의 감성지능이 실질적인 성과에 미치는 영향과 세부 요인들을 규명했다는 점에서 향후 항공사 뿐 아니라 기업 차원에서 조직의 성과 창출 제고를 위한 다양한 인사제도의 도입과 개발에 이론적인 토대가 될 것으로 기대된다. 주제어 : 객실승무원, 감성지능, 직무성과
목차 moremore
목 차

요약 ·································ⅰ
...
목 차

요약 ·································ⅰ
목차 ·································iii
표 목차································ⅴ
그림 목차·······························ⅶ

제 1 장 서론 ····························1
제 1 절 연구의 배경 및 목적·····················1
제 2 절 연구의 구성·························3

제 2 장 이론적 고찰 ·······················4
제 1 절 감성지능 ··························4
1. 감성지능의 정의·························4 2. 감성지능의 구성 요인······················.9 3. 감성지능의 측정 도구······················16 4. 감성지능의 선행 연구······················19
제 2 절 직무성과························· 21
1. 직무성과의 정의 ······················· 21
2. 대한항공 객실승무원의 직무성과 측정 요소 ···········24
3. 직무성과의 선행 연구······················26


제 3 장 실증 연구························29
제 1 절 연구의 모델 및 가설····················29 1. 연구 모델 ···························29
2. 가설 설정···························29
제 2 절 연구 설계·························31 1. 표본의 설계 ··························31
2. 변수의 조작적 정의·······················32
1)감성지능···························32
2)직무성과···························34
3. 설문의 구성 및 방법······················36

제 4 장 통계 분석························38
제 1 절 예비 분석 ·························38
1. 표본의 특성··························38
1) 표본의 현황·························38
2) 표본의 일반적 특성 ·····················38
2. 요인 분석 ···························40
1) 감성지능에 대한 요인 분석··················40
2) 직무성과에 대한 요인 분석··················43
3. 신뢰도 분석 ··························44
제 2 절 가설 검증 ·························46
1. 가설 1의 검증·························47
1) 가설 1-1의 검증·······················49
2) 가설 1-2의 검증·······················50
3) 가설 1-3의 검증·······················51
4) 가설 1-4의 검증·······················51
2. 가설 2의 검증·························52
1) 가설 2-1의 검증 ······················54
2) 가설 2-2의 검증 ······················55
3) 가설 2-3의 검증 ······················55
4) 가설 2-4의 검증 ······················58
제 3 절 가설 검증의 요약······················57

제 5 장 결론 ···························59
제 1 절 연구의 요약 및 시사점 ···················59
제 2 절 연구의 한계 및 향후 연구 방향 ···············61

참고문헌·······························62
Abstract·······························67
설문지································70