항공사 객실승무원의 감정노동이 소진 및 이직의도에 미치는 영향

This study investigates the relationships between flight attendants’ emotional labor, burnout, and intention of turnover intentions of those attendants who are in direct contact with passengers. The quality of their service is a critical factor in maintaining productivity and profitability in the airline industry. The study reveals that flight attendants' emotional labor has a strong impact on their mental and physical burnout,which can be extended to turnover intentions. Since the emotional labor is unavoidable, part of a flight attendant's job description is the effective management of emotion in providing quality service to passengers. The airline industry must realize that flight attendants’ emotional labor is no longer the individual's issue but an essential element determining the quality of service provided. Therefore, managing emotional labor should be treated as a critical aspect of the human resources management program in order to improve service quality and reduce turnover intentions. An effective mitigation plan needs to be developed to manage flight attendants' emotional labor and the subsequent impacts on business productivity. This is particularly true for lowcostcarrier airlines, which lack effective human resources management in relative terms.