항공사 승무원이 지각하는 고객불량행동과 직무소진, 조직시민행동의 구조적 관계: 조직후원인식의 조절효과를 중심으로

This study conducted a questionnaire survey of airline flight attendants. The convenience sampling was used for the sampling method, and the questionnaire survey was conducted for about three months from August 2018 to October 2018. 272 questionnaire copies were used for data analysis. As a result of testing hypotheses, first, it was found that customer dysfunctional behavior perceived by airline flight attendants had significant positive (+) effects on their job burnout, implying that the higher the perceived customer dysfunctional behavior, the higher the burnout. Second, it was found that airline flight attendants’ job burnout had significant negative (-) effects on their organizational citizenship behavior. Lastly, it was found that the effects of customer dysfunctional behavior on job burnout varied according to the degrees of perceived organizational support, and thus the moderating effect of perceived organizational support was confirmed. This study carries significant theoretical implications in that it identified the moderating effect by using as a moderator variable the perceived organizational support, which is a variable that had scarcely been dealt with by the existing studies on airline flight attendants in connection with the relationship between customer dysfunctional behavior and job burnout.