항공사 객실승무원의 직무스트레스가 고객지향성에 미치는 영향 : HEXACO 성격유형의 조절효과

The purpose of this study is to examine the impact of full service carrier flight attendants’ perceived job stress on customer orientation and the moderating effect of HEXACO personality type in the influential relationship between job stress and customer orientation. The final valid 305 reponses were put into the statistical analysis. We performed multiple regression analysis and Chow test to investigate the research hypothesis and identify whether a moderating effect exists. The results of this study can be summarized as follows. First, full service carrier flight attendants’ perceived three job stress factors - customer related job stress, job characteristics related job stress and interpersonal relations related job stress - had a significantly negative effect on customer orientation. In particular, customer related job stress had the most negative impact on customer orientation. Second, it showed a statistically significant difference in the effect of flight attendants’ job stress on customer orientation by HEXACO personality type such as extraversion, agreeableness and openness to experience. It means that extraversion, agreeableness and openness to experience personality types play a moderating variable role in the relationship between job stress and customer orientation. Findings of this research have several implications to full service carrier management. First, in performing job stress copying management and customer orientation increase policy, full service carrier managers have to consider the management of flight attendants’ personality traits additionally. Second, it can contribute to providing the empirical evidence of importance and necessity of implementing personality rebuilding training and cultivating education as a strategic tool.