언어적, 비언어적 커뮤니케이션, 직무 스트레스, 서비스 지향성 간의 관계에 관한 연구 : 항공사 승무원을 대상으로

This study addresses the relationship among the verbal and non-verbal communication, job stress and service orientation of cabin crews. For the empirical analysis, a survey of airline crew members is conducted and empirically analyze through a regression analysis of a total of 205 survey responses. This research found that the verbal communication is rejected because it is not significant on job stress. It may be expected that verbal communication has not served as a major factor in increasing job stress, recognizing that it is natural duties that should be fulfilled by cabin crews who meet customers at the first place. On the other hand, the non-verbal communication has a positive impact on job stress. Corporate regulations that may restrict an individual's physical and personal rights and behavior during the non-verbal communication process may increase the job stress of the airline crew. Job stress has positive influences on service orientation. Consequently, The results of this study call for strategic management of factors that can understand and enhance the relationship of cabin crew’s verbal and non-verbal communication and job stress. Also It provides academic and practical implications to practitioners for planning and producing service manuals for future cabin crew customer service.