항공사 객실승무원의 고객 불평행동 지각이 직무스트레스, 소진, 이직의도에 미치는 영향에 관한 연구: 소진의 매개효과를 중심으로

This study will examine the effects of customer complaining behavior on job stress, burnout and turnover intention of cabin crew by analyzing the relationships among variables. In particular, it will verify the mediating effect of burnout between job stress and turnover intention. To accomplish the goal, SPSS 22.0 was used to verify the demographic characteristics through frequency analysis. An exploratory factor analysis and a reliability analysis were conducted to secure validity and reliability. A multiple regression analysis was conducted to test the hypotheses on the influential relationship among constructs, and a mediation regression analysis and Sobel’s z-value were used to verify the mediating effect of exhaustion between job stress and turnover intention. As a result, first, both direct and indirect complaints, which are sub-factors of customer complaining behavior, had a positive correlation with job stress. Second, oppressive stress and psychological stress, which are sub-factors of job stress, did not affect emotional exhaustion among the constructs of burnout, Third, both oppressive and psychological stress had a significant positive correlation with turnover intention. Fourth, emotional exhaustion among the sub-factors of burnout had no influence on turnover intention, but diminished personal accomplishment and depersonalization turned out to have a significant positive effect on turnover intention. Fifth, diminished personal accomplishment partially mediated job stress and turnover intention.