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항공사 객실승무원의 정서노동이 업무태도에 미치는 영향
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  • 항공사 객실승무원의 정서노동이 업무태도에 미치는 영향
저자명
이동명,김수련,김강식,Lee. Dong-Myong,Kim. Soo-Ryun,Kim. Kang-Sik
간행물명
한국항공운항학회지
권/호정보
2007년|15권 4호|pp.64-82 (19 pages)
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한국항공운항학회
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이 논문은 한국과학기술정보연구원과 논문 연계를 통해 무료로 제공되는 원문입니다.
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기타언어초록

In this study, the work attitude of flight attendants who were performing emotional labor, had been explored. The organizational support system had been analysed to test its effect as a moderator on increasing positive job attitudes. It was found emotional labor had influence on work attitude of flight attendants. Emotional labor consisted in this study deep acting and surface acting. First, deep acting found positively related with job satisfaction and organizational commitment, negatively related with intention to leave. Second, surface acting negatively related with job satisfaction and positively related with intention to leave. This study put organizational support systems as moderator. First, Training has moderating effect on the relationship between deep acting. Organizational support has moderating effect on the relationship between deep acting, intention to leave. Counselling has moderating effect on the relationship between deep acting, job satisfaction. Peer support has same effect on the relationship between deep acting and intention to leave.