항공사 승무원의 감정노동이 직무성과 및 이직의도에 미치는 영향 : 직무열의의 매개효과

In this research, the emotional labor of flight attendants of the airlines is divided into surface acting and deep acting and the effect that each component has on job engagement is investigated and through empirical investigation, the structural relationship effect on the job engagement, job performance and turnover intention is checked. This study was performed with airline flight attendants from the Busan region as subjects and obtained 152 valid samples. In this research, in order to analyze the normal characteristics of the samples, a frequency analysis was performed and the frequency analysis, factor analysis and reliability analysis used the SPSS 20.0 statistics package, and the hypothesis testing about the validity verification and research model used AMOS 20.0. From the results of the analyses, a hypothesis set by deriving the result that the deep acting of the cabin crew had a positive (+) effect on the job engagement, the surface acting had a negative (-) effect on the job engagement, the job engagement had a positive (+) effect on the job performance, and a negative (-) effect on the turnover intention was chosen. Therefore, the direct effect that the emotional labor, which is divided into surface acting and deep acting, has on the job performance and turnover intention is not significant statistically.