항공사 객실승무원의 지각된 사회적지지가 직무스트레스에 미치는 영향: 자아탄력성의 조절효과를 중심으로

This study examined the effect of social support on job stress among airlines cabin attendants. It focused on testing the moderating effect of ego-resilience in the relationship between social support and job stress. In total, 320questionnaires were distributed and 304 valid and complete questionnaires were collected for empirical data analysis. As a result, the study could come to the following findings. First, that the social support of airline cabin attendants has a significant effect on their job stress. Self-esteem support, informational support and material support of social support have a significant effect on job stress. Second, it was found that the ego-resilience of airline cabin attendants has a moderating effect on the relationship between social support and job stress. The study applied ego-resilience in the human resources management field of service industry and confirmed the importance of an inner ability elevation. The result of the study will contribute to an organizational performance elevation. To reduce job stress recognition, encouragement and information, the airlines need to deliver a stronger coaching program. In addition, for an organization to respond flexibly, the mindset needs to be improved.