항공사 객실승무원의 감정소진이 지식공유에 미치는 영향 : 재직기간의 조절역할

Flight attendants are acknowledged as professional knowledge workers as well as emo tional laborers who carry out service, safety and security duties at customer contact. This study aims to contribute to emotional exhaustion caused by emotional labor and knowledge sharing, which is the core activity of knowledge labour as research considering both emo tional labor and knowledge labor are insufficient. Through negative correlation between emotional exhaustion and knowledge sharing, this investigation then seeks to argue that the flight attendant’s roles of emotional laborer and knowledge workers maybe contradictory. Based on the conservation of resource theory, the tenure of flight attendants, which is the human capital to mitigate the relationship was analyzed. The empirical analysis has been developed around survey data, collected from 274 flight attendants. This research illustrates that emotional exhaustion had a negative influence on knowledge sharing. Furthermore, the tenure was played as a moderator in the relationship between emotional exhaustion and knowledge sharing. Specifically, the research confirmed the outcome that longer tenure of flight attendants, less negative impact of emotional exhaustion on knowledge sharing. Drawing on these results, the significance of emotional exhaustion and tenure on knowledge sharing was discussed as well as presenting the implications in the human resource devel opment perspective.