항공기 내 고객 불법행위로 인한 승무원의 정서적 고갈과 안전행동에 관한 연구: 조직 대처방안의 조절효과를 중심으로

This study is aimed at determining whether the impact of unruly passenger behavior in the cabin on the emotional exhaustion and safety behavior of flight attendants and the moderating effect of organization coping plan. Based on previous studies, a survey was conducted for 306 flight attendants working at K Airlines in Korea, and SPSS and AMOS 21.0 statistical programs were used to analyze the collected data. As a result of analyzing the data, the statistics show that the unruly passenger behavior in an aircraft had a positive (+) impact on the crew's emotional exhaustion; and the cabin crew's emotional exhaustion caused by unruly passenger behavior had a negative (-) impact on safety behavior. In addition, it was found that emotional exhaustion plays a mediating role between unruly passenger behavior and safety behavior of flight attendants, and the moderating effect of organizational measures were verified to be not significant. Therefore, the academic and practical implications drawn from the study establish the necessity of eradicating illegal and disruptive behavior of passengers through active responses of the organization.