이직의도 vs 잔류의도, 단순히 반대의 개념인가? : FSC와 LCC의 객실승무원 간 비교를 중심으로

The purpose of this study is to define the influence of job conditions and emotional labor perceived by flight attendants on the intention of turnover vs retention, and the control effect of FSC and LCC has been reviewed. Flight attendants' roles require emotional labor. They should hide their true feelings and express visible emotions, through facial expressions and voice, to meet the customer's needs. Matrix analysis and Gap theory have been adopted for empirical analysis, and SPSS 18.0 and LIMDEP 8.0 were used as the analyzing tools. The empirical analysis results, targeting 502 female flight attendants with less than 7 years of service period and assist purser or low in job class, are as follows. First, matrix analysis was used to analyze the difference between intention of turnover and retention and the deducted result showed the difference in size and direction of intention of turnover and retention by measuring items between FSC and LCC. Second, In case of FSC flight attendants with intention of retention for career development, it is proved that the external and internal factors of job condition are very important factors to increase the intention of retention and to decrease turnover intention. On the other hand for LCC flight attendants only internal factors of job conditions increase the intention of retention and decrease turnover intention. So the result of this study has shown the implication and the necessity of FSC and LCC manpower management to increase the intention of retention and to prevent flight attendants turnover in advance.