객실 사무장의 감성리더십이 객실 승무원의 직무 스트레스 및 이직의도에 미치는 영향 : 항공사 객실 서비스 파트

The purpose of this study was to investigate which factors of emotional leadership significantly affect service providers of airlines, and to analyze how emotional leadership affects service providers’ job stress or turnover intention. In this study, four factors of emotional leadership are set up as independent variables based on Golman’s Theory; Self-management, Self-awareness, Social-awareness, and Relationship-management. For this study, a questionnaire survey was conducted face-to-face with airline cabin service flight attendants and 279 valid samples were used for actual proof analysis. Both theoretical insight and empirical study methods were used in the study. The results of the analysis by SPSS 18.0 for windows are as follows. First, factors Self-management and Social-awareness significantly reduced job stress and turnover intention. Second, reduced job stress decreases the turnover intention. Based on the results of this study, it was shown that hiring or promoting managers with emotional leadership would reduce service providers’ job stress and prevent turnover intention, suggesting that it could be a good method to prevent loss of human resources.