항공사 객실승무원의 완벽주의 성향이 고객지향적 행동에 미치는 효과: 코로나19 위험지각의 조절효과

The study investigates the effect of flight attendants’ perfectionism on customer-oriented behavior via their work engagement in the era of COVID-19. In addition, it verifies whether COVID-19 risk perceptions (cognitive risk perception and affective risk perception) moderate the relationship between flight attendants’ perfectionism and work engagement. The conceptual hypothesized model was designed based on previous research, and questionnaires were distributed to flight attendants who have been working since the COVID-19 outbreak. A total of 309 responses were collected and data were analyzed using structural equation modeling. The results of the hypotheses test showed that flight attendants’ perfectionism have a positive direct effect on customer-oriented behavior, and work engagement significantly mediates the link from perfectionism to customer-oriented behavior. Additionally, flight attendants’ cognitive risk perception of COVID-19 strengthens the effect of perfectionism on work engagement, while affective risk perception of COVID-19 weakens the relationship between perfectionism and work engagement. The research findings contain various implications and effective human resource management methods were offered for risk reduction after the disruption of COVID-19.