변혁적 리더십과 조직유효성의 관계: 항공사 객실승무원의 감성지능 중심으로

This research was designed to investigate the effect of transformational leadership onorganizational effectiveness in the case of airline cabin crews who are responsible for customerservice, and explore a moderating role of emotional intelligence within relationships amongspecific factors. Ultimately, we intend to offer competitive service schemes for effectivemanagement of human resources. Theoretical implications from the results are as follows. Transformational leadership directly has an influence on job satisfaction and organizationalcommitment. On the other hand, in the case of organizational citizenship behavior, it has aninfluence on organizational citizenship behavior via job satisfaction and organizational commitment. In terms of its total effect, the influence of transformational leadership on organizationalcommitment was relatively stronger than organizational citizen behavior and job satisfaction. Also,the moderating effect of emotional intelligence was found between organizational commitment andorganizational citizen behavior, and if it is considered of indirect effect, in a macro viewpoint, it isextended and adapted to the relationship among transformational leadership and organizationalcitizenship behavior including mediating factors. Especially, implications which are related to emotional intelligence show that, in terms ofstrategy, human management needs to differentiate according to individual differences ofemotional intelligence.