Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

The Effect of the Turnover Intention of Flight Attendant on Job satisfaction -Focused on Supervisory Support-

항공사 승무원의 이직요인이 직무만족에 미치는 영향에 관한 연구 -상사지원 조절효과를 중심으로-

  • Received : 2015.07.31
  • Accepted : 2015.11.06
  • Published : 2015.11.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this research is to understand influence of personal turnover factors and work turnover factors on job satisfaction in career decision-making and to analyze the moderating effects of supervisor support in their relations. Meaningful difference between one group with high supervisor support and other group with low supervisor support is demonstrated in regard with a course; job burnout ${\rightarrow}$ job satisfaction, and work overload ${\rightarrow}$ job satisfaction. Hence from a perspective of the course of job burnout ${\rightarrow}$ job satisfaction and work overload ${\rightarrow}$ job satisfaction, it can be argued that a group with low supervisor support yields more influence. Also it is shown that conflicts on balancing between job and family do not have influence on job satisfaction for either group with high supervisor support or with low supervisor support. As the result of the research shows, it bears a quite significant meaning that career development/lack of opportunity out of personal turnover intentions disclose difference between these two groups with different levels of supervisor support. Especially, a group of flight attendants which females are consisted of a majority of employees would require that their supervisors have more emotional interactions with each employee, so as that better opportunity would be given to the employees. To this end, utmost efforts are needed that deep and genuine relations with a supervisor can be built up.

본 연구에서는 개인적 이직요인과 업무적 이직요인이 직무만족에 미치는 영향과 이들과의 관계에서 상사지원의 조절효과에 대하여 분석하고자 하였다. 상사지원이 낮은 집단과 높은 집단에서 유의한 차이가 나타난 경로는 직무탈진감 ${\rightarrow}$ 직무만족, 업무과부화 ${\rightarrow}$ 직무만족의 경로에서만 집단 간 유의한 차이가 있는 것으로 나타났다. 직무탈진감 ${\rightarrow}$ 직무만족과 업무과부화 ${\rightarrow}$ 직무만족 경로에 대한 집단 간 영향력 차이에 대한 분석 결과 낮은 집단의 영향력이 더 높다고 말할 수 있으며, 일 가정에 대한 갈등은 상시지원이 높은 집단과 낮은 집단 모두에서 직무만족에는 영향을 주지 못하는 것을 알 수 있다. 연구 결과에서 알 수 있듯이 개인적 이직의도 중 경력개발/기회부족이 직무만족에 미치는 영향에 대해 상사지원의 조절효과에 따른 집단 분류에서 각 경로가 차이점을 나타내고 있다는 것은 매우 의미 있는 결과이다. 이러한 결과는 승무원 신입교육을 시작으로 상위 Class에서 필요한 직무교육을 받아야만 해당 Class에서 근무할 수 있으며, 진급의 수요 공급의 차이가 매우 크다고 볼 수 있다. 이러한 과정에서 조직 내 상사의 지원은 진급과 직무자 업무에 대한 자긍심을 갖게 할 수 있는 해결책으로 작용함과 조직의 충성도 또한 높아지게 만드는 중요한 요인으로 볼 수 있다. 여성근로자가 대부분인 승무원 집단에서 상사는 개개인의 정서를 어루만져 더 나은 기회를 갖을 수 있도록 해주어야 하며, 이로 인해 상사와의 진실되고 두터운 인간관계 형성을 위해 최선을 다해서 노력하여야 한다.

Keywords

References

  1. Babin, B. J., Boles. J. S., "The effect of perceived co-worker involvement and supervisor support on service provider role stress performance and job satisfaction", Journal of Retailing, Vol 7, No 2, pp.57-75. 1996. DOI: http://dx.doi.org/10.1016/S0022-4359(96)90005-6
  2. Boudreau, J. W., & Berger, C. J. . Decision-theoretic utility analysis applied to employee separations and acquisitions. Journal of Applied Psychology, Vol 70, No 3, p.581., 1985. DOI: http://psycnet.apa.org/doi/10.1037/0021-9010.70.3.581
  3. Adams, G. A., King, Lynda A. & King, Daniel, W. Relationships of job and family involvement, family social support, and work-family conflict with job and life satisfaction. Journal of Applied Psychology, Vol 81, No JAP, pp.411-20. 1996. DOI: http://dx.doi.org/10.1037//0021-9010.81.4.411
  4. Kim Sung Pil, Lee Jun Yup, A study of the Influence of glass Ceiling Conceived by Airline Workers on Organizational Commitment, Job Satisfaction and Turnover Intention, Journal of Korea Academic Soceity of Torism Management, Vol 22, No 3, pp. 65-87. 2007.
  5. Ahuja, M. K. & J. Tharcher, Moving beyond intentions and toward theory of trying : Linking work environment and gender post-adoption information technology use, MIS Quarterly, Vol 29, No 3, pp.427-459. 2005. DOI: http://dx.doi.org/10.2307/25148691
  6. Greenhaus, J. H., & Beutell, N. J., Sources of Conflict Between Work and Famliy Roles, Academy of Management Review, 10, pp.76-88. 1985 https://doi.org/10.5465/amr.1985.4277352
  7. Hall, D.T., Careers in organization, Glenview, IL: Scott, Foresman. 1976
  8. Kanter, R. M.. The new managerial work, Harvard Business Review, Vol 7, No 6, pp.85-92. 1989.
  9. Whitely, W., Dougherty, T W., & Dreher, G. G., Relationship of career mentoring and socioeconomic origin to managers' and professionals' early career progress, Academy of Management Journal, Vol 34, pp.331-351. 1991. DOI: http://dx.doi.org/10.2307/256445
  10. Super, D. E., & Hall, D. T., Career development: Exploration and planning. Annual review of psychology, Vol 29, No 1, pp.333-372. 1978 https://doi.org/10.1146/annurev.ps.29.020178.002001
  11. Kim Sang Hee, A Stiudy on Relationship of Saleperson's Emotional Intelligence, Bumout, and Customer-Oriented Selling Behavior, Journal of Korean Academic Society of Business Administration, Vol 35, No 1, pp.183-225. 2006.
  12. Maslach, Christina & Jackson, Susan E., "Maslach Burnout Inventory", (2nd Eds), Palo Alto, CA: Consulting Psychologists Press. 1981.
  13. Moore, J. E.. One road to turnover: An examination of work exhaustion in technology professionals. Mis Quarterly, Vol 24, No1, pp.141-168. 2000. https://doi.org/10.2307/3250982
  14. Lee, R.T., & Ashforth, B.E., A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, Vol 81, pp. 123-133. 1996 https://doi.org/10.1037/0021-9010.81.2.123
  15. Kahill. S., "Symptoms of Professional Burnout: A Review of the Empirical Evidence," Canadian Psychology, Vol 29, pp.284-297. 1988 https://doi.org/10.1037/h0079772
  16. Burke, R. J. & Deszca, G., "Correlates of Psychological Burnout Phases among Police Officers", Human Relation, Vol 39, pp.487-502. 1986 https://doi.org/10.1177/001872678603900601
  17. Jackson, S. E., Schwab, R. I. & Schuler, R. S.(1986), "Toward an Understanding of the Burnout Phenomenon", Journal of Applied Psychology, Vol 71, No1, pp.630-640. DOI: http://dx.doi.org/10.1037/0021-9010.71.4.630
  18. Jackson, S. E., & Maslach, C. . After-effects of job-related stress: Families as victims. Journal of Occupational Behavior, Vol 3, pp.63-70. 1982. DOI: http://dx.doi.org/10.1002/job.4030030106
  19. Maslach, Christina & A. Pines(1977), "The Burnout Syndrome in the Day Care setting", Child Care Quarterly, Vol 6, pp.100-113. 1977. DOI: http://dx.doi.org/10.1007/BF01554696
  20. Lee Jong Mock, Job Stress's result cause and measure, Sungwonsa. 1989
  21. McGrath, J.E., "Stress and Behavior in Organizations," in Handbook of Industrial and Organizational Psychology, Dunnette, M.D., and Mcnally, R.(ed.), pp.1352-1357. 1976
  22. Ahuja, T., Mir, I. A., & Kumar, D. Biomolecular immobilization on conducting polymers for biosensing applications. Biomaterials, Vol 28, No 5, pp.791-805. 2007 https://doi.org/10.1016/j.biomaterials.2006.09.046
  23. Mulki, J.P., Lassk, F.G.,& Jaramillo,F. The effect of self-efficacy on sales person work overload and pay satisfaction. Journal of Personal Selling and Sales Management, Vol 28, No 3, pp.285-297. 2008. DOI: http://dx.doi.org/10.2753/PSS0885-3134280305
  24. Lee Jung Sil, "The Effect of the Personality on the Job Satisfaction in Hotel Service Employee," Korea Academic Soceiaty of Tourism Management, Vol.22 No,4, pp.287-296. 2008
  25. Lee Sang Cheoul, Yoo Keun Hwan, Jang Woo Jin, Kim Young Deuk, "The Effects of Local Government Official's Job Satisfaction Customer Oriented Public Service: Focus on the Gyeong-Buk Area, Korean Society and public Administration, Vol 15, No 4, pp.97-120. 2005
  26. Shin Hae Sook, A Study on impact of Internal Marketing on Job Satisfaction and Customer Orientation in Hospital Employees, Korean Journal of Hotel Administration, Vol 17, No 3, pp103-115. 2008
  27. Cohen, S., & Wills, T.A. Stress, social support, and the moderating hypothesis. Psychological Bulletin, Vol 98, pp.310-357. 1985 https://doi.org/10.1037/0033-2909.98.2.310
  28. Thomas, J., & Griffin, R. The social information processing model of task design: A review of the literature. Academy of Management Review, Vol 8, No 4, pp.672-682. 1983 https://doi.org/10.5465/amr.1983.4284679
  29. Likert, R. New patterns of management: An integrating principle and an overview. New York, NY: McGraw-Hill. 1991
  30. Adams, G. A., King, Lynda A. & King, Daniel, W. Relationships of job and family involvement, family social support, and work-family conflict with job and life satisfaction. Journal of Applied Psychology, 81(JAP), pp.411-420. 1996. DOI: http://dx.doi.org/10.1037//0021-9010.81.4.411
  31. Kim Sung Ah, Emotional Care Management for Emotional Labour: Korean Call Centre Cases, Graduate School of Sookmyung Women's University Master's Degree, pp.135 -136. 2011
  32. Srivastava. Sanjay., Cameron. Andersson., Sandra E Spataro., Jennifer A Chatman, "Knowing your place: Self-perceptions of status in face-to-face group", Journal of personality and social psychology, Vol 91, No 6, p.1094. DOI: http://psycnet.apa.org/doi/10.1037/0022-3514.91.6.1094
  33. Schmidt, J. Blogging practices: An analytical framework. Journal of Computer-Mediated Communication, Vol 12, No 4, pp.1409-1427. 2007. DOI: http://dx.doi.org/10.1111/j.1083-6101.2007.00379.x
  34. Rutherford, B. N., Marshall, G. W., & Park, J. (2014). The moderating effects of gender and inside versus outside sales role in multifaceted job satisfaction. Journal of Business Research, Vol 67, No 9, pp.1850-1856. ISO 690 DOI: http://dx.doi.org/10.1016/j.jbusres.2013.12.004