Journal of Convergence for Information Technology (융합정보논문지)

Convergence Society for SMB (중소기업융합학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on the Effects of Mindset on the Cabin Crew's Stress and Job Performance

마인드셋이 객실승무원의 스트레스, 직무성과에 미치는 영향에 관한 연구

  • Kim, Ha-Young (Business Administration, Korea Aerospace University)
  • 김하영 (한국항공대학교 경영학과)
  • Received : 2020.08.26
  • Accepted : 2020.11.20
  • Published : 2020.11.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to analyze the influence of the mindset on stress and job performance. For the analysis, a questionnaire is conducted for cabin crew members in K airlines, and a total of 266 copies are used for the final analysis. To verify the hypotheses of the study, frequency analysis, exploratory factor analysis, reliability analysis, confirmatory factor analysis, measurement model analysis, validation of the measuremen model, and structural equation model analysis are used based on the questionnaire. First, it is confirmed that the mindset had a negative (-) effect on the cabin crew's role stress, reward stress and relationship stress. Second, it is found that cabin crew's reward stress have a negative (-) effect on job performance. On the other hand, relationship stress is found to have a positive influence on job performance and there is no significant result in effect with role stress. Third, the mindset showes a significant positive impact relationship on job performance. As a result, it is necessary to introduce a mindset intervention program so that it can be applied in practical work. These research results confirm the positive effects of mindsets and show that they contribute to organizational performance. In addition, it is necessary to prepare a program to change the mindset of airline cabin crew and to be applied in actual work.

본 연구에서는 마인드셋의 긍정적 역할과 객실승무원 스트레스 관리의 필요성을 인식하여 마인드셋이 스트레스, 직무성과에 미치는 영향관계을 분석하고자 하였다. 분석을 위해 K 항공사에 재직 중인 객실승무원을 대상으로 설문을 실시하였으며, 총 266부를 최종분석에 사용하였다. 연구의 가설을 검증하기 위해 설문을 바탕으로 빈도분석, 탐색적 요인분석, 신뢰도 분석, 확인적 요인분석, 측정모형분석, 측정모형의 타당도 검증, 구조방정식 모형분석을 하였다. 분석결과는 다음과 같다. 첫째, 마인드셋은 객실승무원의 스트레스 하위요인인 역할 스트레스, 보상 스트레스, 관계스트레스에 모두 부(-)의 영향을 미치는 것을 확인하였다. 둘째, 객실승무원의 스트레스가 직무성과에 미치는 영향을 살펴본 결과 보상 스트레스는 직무성과에 부(-)의 영향을 미치는 것으로 나타났다. 반면에 관계 스트레스는 직무성과에 긍정적인 영향관계를 확인하였으며, 역할 스트레스와의 관계에서는 유의미한 결과를 갖지 못하였다. 셋째, 마인드셋은 직무성과에 유의미한 긍정적 영향관계를 나타냈다. 이러한 연구결과는 마인드셋의 긍정적인 효과를 확인하고 조직성과에 기여함을 나타내는 결과이다. 또한, 항공사 객실승무원의 마인드셋 변화를 위한 프로그램을 마련하고 실전 업무에서 적용될 수 있도록 해야 할 것이다.

Keywords

References

  1. N. Satya. Translated by Y. H. Choi. (2018). Hit Refresh. Seoul: Flow Publishing.
  2. J. A. Lee & J. G. Tak. (2018). The effect of the growth mindset coaching program on the growth mindset, learning goal orientation, and job stress. Journal of the Korean Psychological Association: Coaching, 2(1), 1-27.
  3. Y. S. Park & G. Jerome. (2016). State of the Future: The Millennium Project. Seoul Korea, Kyobo Book Centre.
  4. Y. J. Ahn. (2014). Job-related Stress and Service Orientation of K Airlines Cabin Crew Moderating effect of resilience in relationship. Master's thesis, Korea University, Seoul.
  5. B. Y. Hwang. (2004.1.16). Death Trap "Job Stress", Seoul Korea, Economy 21.
  6. H. S. Lee. (2011). The Influence of Stress Factors of Airline Cabin Crew on Organizational Commitment. Master's Thesis, Chung-Ang University. Seoul.
  7. A. Crum & C. Lyddy. (2014). De-stressing stress: The power of mindsets and the art of stressing mindfully. In A. le, C. T. Ngnoum- en, & E. J. Langer(Eds.). The Wiley Blackwell handbook of mindfulness. NJ: Wiley, Hoboken, 948-963.
  8. R. Brooks & S. Goldstein. (2008). The mindset of teachers capable of fostering resilience in students. Canadian Journal of School Psychology, 23(1), 114-126. https://doi.org/10.1177/0829573508316597
  9. C. S. Dweck. (2008). Mindset: The new psychology of success. New York: Random House.
  10. J. L. Lee & D. H. Kwon. (2016). Structural relationship analysis between controlled materials, mindset, grit, and academic achievement. Youth Studies, 23(11), 245-264. DOI 10.17135/jdhs.2019.19.3.170
  11. A. J. Crum, P. Salovey & S. Achor, S. (2013). Rethinking stress: The role of mindsets in determining the stress response. Journal of Personality and Social Psychology. 104(4), 716-733. https://doi.org/10.1037/a0031201
  12. Y. J. Kim. (2015). The relationship between selfelasticity and perceived stress of office workers. Master's thesis, Ewha Womans University, Seoul.
  13. K. McGonigal. (2016). The upside of stress: Why stress is good for you, and how to get good at it. New York: Penguin.
  14. J. M. Kwon. (2003). An implicit theory of intelligence and motivation for achievement. Educational psychology Research. 17(1), 95-107.
  15. M. J. Gu, Y. Shin & D. U. Park. (2018). The mediating effect of job stress in the relationship between the childcare teacher's stress mindset and turnover intention. Korean J Child Stud. 39(5), 81-92. DOI 10.5723/kjcs.2018.39.5.81
  16. A. Keller, K. Litzelman, L. E. Wisk, T. Maddox, E. R. Cheng, P. D. Creswell & W. P. Witt. (2012). Does the perception that stress affects health matter? The association with health and mortality. Health Psychology. 31(5), 677-684. https://doi.org/10.1037/a0026743
  17. R. S. Lazarus & S. Folkman. (1984). Stress, evaluation, and coping (as Jeonghee Kim). Seoul: Daekwang Cultural History.
  18. C. L. Cooper, P. J. Dewe & M. P. O'Driscoll. (2011). Organizational Stress: A Review and Critique of Theory. Research and Applications, Thousand Oaks, CA: Sag.
  19. W. Y. Lee. (2014). The Effect of Hotel Employees' Job Stress on Job Satisfaction and Turnover Intention: The Moderating Effect of Conversion Costs. Tourism Research. 29(4), 1-21.
  20. J. W. Mills. (1982). Coping with stress: A guide to living. Wiley.
  21. S. G. Park & J. S. Park. (2007). Application of the Korean Job Stress Assessment Method using Fun Management Techniques at Workplaces. The 40th Occupational Safety and Health Care Week. Seminar Materials for Workplace Health Management.
  22. G. A. Raeda. H. O. Ferdous & F. A. Ahmed. (2009). The moderating effect of social support on the stress-satisfaction relationship among Jordanian hospital nurses. Journal of Nursing Management, 17, 870-878. https://doi.org/10.1111/j.1365-2834.2009.01007.x
  23. H. J. Kim. (2008). The Influence of Job Stress and Empowerment on the Perception of Customer Dissatisfaction and Job Satisfaction: An Empirical Case Study on Aircraft Cabin Crew. Master's Thesis. Korea Aerospace University, Seoul.
  24. M. O. Ha & J. N. Kim, (2008). Role of SOC As a Moderator in the Relationship Between Job Stressors and Organization-Family Conflict, Korean Journal of Health Psychology, 13(2), 359-372. DOI 10.17315/kjhp.2008.13.2.004
  25. S. C. Choi, J. S. Lee, S. Y. Shim, J. H. Lee & J. H. Park. (2017). The Effects of Job Stress and Depression of SME Workers on Job Satisfaction. Convergence Information Journal, 7(1), 1-9. DOI 10.22156/CS4SMB.2017.7.1.001
  26. J. Stranks. (2005). Stress at Work Management and Prevention. London, UK: Elsevier Butter worth-Heinemann.
  27. K. H. Cho & H. S. Koh. (2010). The effect of job stress factors of airline cabin crew on job satisfaction, organizational commitment, and turnover intention. Journal of the Korea Contents Association, 10(7), 404-419. DOI 10.5392/JKCA.2010.10.7.404
  28. J. H. Yoo & H. S. Kim. (2018). The Effect of Airline Cabin Crew's Job Stress on Psychological Ownership and Job Satisfaction: Focused on K Airline. Tourism and Leisure Research, 30(9), 231-250. DOI 10.31336/JTLR.2018.09.30.9.231
  29. H. J. Cho. (2007). A Study on the Effect of Job Stress of Airline Workers on Emotional Depletion. Doctoral dissertation. Kyunggi University, Seoul.
  30. J. L. Price. (1972). Handbook of organizational measurement. Washington: Health and Co.
  31. S. Y. Kim., M. R. Lee & S. B. Lee. (2012). A Study on the Effect of Organizational Identification of Hotel Food and Beverage Employees on Organizational Citizenship Behavior and Job Performance. Tourism Research Journal, 26(5), 149-164.
  32. M. Blumberg & C. D. Pringle. (1982). The miss-ing opportunity in organizational research: Some implications for a theory of work performance. Academy of Management Review. 7(4), 560-569. https://doi.org/10.5465/amr.1982.4285240
  33. E. E. Cureton & R. A. Katzell. (1962). A Further Analysis of the Relations among Job Performance and Situational Variable. Journal of Applied Psychology, 46, 260.
  34. A. D. Szilagyi & M. J. Wallace. (1990).Organizational Behavior and Performance. Foresman and Company.
  35. M. S. Lee. (2008). The Effect of Casino Dealer's Internal Marketing on Job Satisfaction and Job Performance. Master's Thesis, Sejong University, Seoul.
  36. J. H. Kim & H. R. Lee. (2019). The Influence of Airline Cabin Crew's Schedule Flexibility on Job Performance: Focusing on the Mediating Effect of Job Satisfaction. Tourism Research Journal, 33(3), 115-129. DOI 10.15207/JKCS.2017.8.11.331
  37. B. K. Go, H. J. Jung & J. G. Jeon. (2013). The mediating effect of emotional exhaustion in the relationship between the emotional labor of airline crew members and job satisfaction and job performance. Tourism and Leisure Research, 25(8), 337-353.
  38. S. S. Cho. (2015). A Study on the Influence of Hotel Employees' Job Satisfaction on Job Performance and Customer Orientation: Focusing on the First Class Hotel. Master's Thesis, Sejong University, Seoul.
  39. S. J. Han & S. H. Park. (2020). The effect of mindset and grit of university students majoring in tourism on field training stress and career decision. Tourism Research, 35(4), 103-122.
  40. J. K. Tak. (2017). Concept of growth mindset and possibility of change. Korean Psychological Association Academic, 199.
  41. S, J. Cho. (2018). The effect of career stagnation of aircraft cabin crew on job stress, job attitude and job performance: Focusing on flight attendant of airline A. Master's thesis. Kyunghee University, Seoul.
  42. K. H. Cho & S. Koh. (2010). The effect of job stress factors of airline cabin crew on job satisfaction, organizational commitment, and turnover intention. Journal of the Korea Contents Association, 10(7), 404-419. DOI 10.5392/JKCA.2010.10.7.404
  43. A. R. Jang. (2016). Influence of job stress on sales employees of life insurance companies on work achievement: based on controlling effect of resilience. Master's Thesis, Sookmyung Women's University, Seoul.
  44. S. J. Lee. (2020). The Effects of Hair Beauty Manager's Growth Mindset and Inclusive Leadership on Employees' Job Enthusiasm and Job Performance. Master's Thesis, Konkuk University, Seoul.
  45. K. H. Jung. (2020). The effect of growth mindset on innovation behavior: mediating effect of employee commitment and moderating effect of bottom-up learning. Master's thesis, Chung-Ang University. Seoul.
  46. Y. J. Kim. (2014). Relationship between self-elasticity and perceived stress in office workers: Mediating effect of stress mindset. Master's thesis, Ewha Womans University, Seoul.
  47. T. Y. Jung. (2014). The effect of job stress of airline crew members on organizational effectiveness, customer orientation, and turnover intention: Comparison of large domestic airlines, low cost airlines, and foreign airlines. Doctoral dissertation. Gyeonggi University, Seoul.
  48. C. Fornell & D. Larcker. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
  49. J. M. Kwon. (2003). An implicit theory of intelligence and motivation for achievement. Educational psychology Research, 17(1), 95-107.
  50. D. S. Yeager & C. S. Dweck. (2012). Mindsets that promote resilience: When students believe that personal characteristics can be developed. Educ Psychol, 47(4), 302-314. https://doi.org/10.1080/00461520.2012.722805