항공사 관리자의 리더십 유형이 직무만족 및 서비스 회복성과에 미치는 영향

This research observes the effect of manager’s leadership style on domestic airline cabin crews. The purpose of this research is to investigate the effects of managerial leadership style on cabin crew’s job satisfaction and service recovery performance. Moreover, it is to find out which leadership cabin crews are preferred between transactional leadership and transformational leadership. This study examines the manager’s leadership style that perceived by service providers and empirically analyzes the effects of each job satisfaction and service recovery performance of the crews. The results of analysis based on the following research. First, managers who have transactional leadership style rather than transformational leadership have positive effects on job satisfaction of domestic airline cabin crews. They were more likely to complete the tasks given to individuals and to receive compensation than to carry out tasks with a common goal. Second, the service recovery performance of domestic airline cabin crews does not affect the type of leadership but individual factors such as the personal orientation and confidence of the cabin crews are expected to have greater impacts.