항공사 승무원이 지각한 조직 내 정서사건이 정서반응과 직무만족, 직무몰입, 조직시민행동에 미치는 영향

In the context of the highly competitive aviation sector, the provision of personalized and excellent human services assumes paramount importance in order to effectively cater to the different needs of customers. Flight attendants play a pivotal role in this industry, representing the essence of the organization. However, their responsibilities have significantly increased, resulting in heightened emotional labor. While existing research primarily focuses on the emotional relationship between crew and customers, there is a lack of understanding regarding the emotional experiences among crew members. Addressing this research gap, our study examines the impact of individual emotional responses on job satisfaction, job immersion, and organizational citizenship behavior of flight attendants. To achieve our research objectives, a total of 337 valid survey responses were collected from currently employed airline flight attendants within domestic airlines. The analysis revealed that positive emotional events positively influenced positive emotional responses, while negative emotional events had a positive impact on both positive and negative emotional responses. Positive and negative emotional responses significantly contributed to job satisfaction but did not affect work engagement. Job satisfaction, in turn, positively influenced both work engagement and organizational citizenship behavior, whereas work engagement did not affect organizational citizenship behavior. These findings hold significant implications as they underscore the importance of emotional awareness and management among organizational members for effective human resource management. Moreover, they provide fundamental insights for the development of organizational-level human resource management strategies.