항공사 특수목적영어(ESP) 교육프로그램이 자기효능감, 교육서비스가치, 조직헌신 및 고객지향성에 미치는 영향

The aviation industry has continuously developed, and the scope of work of cabin crew has also diversified. In order for airlines to achieve their corporate goals through high performance, strengthening the capabilities of cabin crew members working at customer contacts is an essential requirement. However, ESP programs used in the airline industry are insufficient. Therefore, this study attempted to present the necessity of field-friendly ESP education and provide a framework for developing and operating a curriculum accordingly. This study examined whether aviation ESP programs not only improvee cabin crew’s ability but also develop English skills as an individual competitiveness to affect self-efficacy, organizational commitment, and customer orientation. A total of 432 questionnaires were collected by conducting an online Google survey from cabin crew with experience working at domestic or foreign airlines. Results of the path analysis showed that the ESP curriculum has a positive effect on the educational service value and self-efficacy, which eventually has a positive effect on organizational commitment and customer orientation. The results of this study provide theoretical and practical implications to airline management and airline training staff. Specifically, this study indicates that the ESP curriculum should be expanded and developed to reflect the voices of the rapidly changing aviation industry and improve customer orientation by enhancing cabin crew’ self-efficacy, educational service value, and organizational commitment.