조직냉소주의와 서비스 혁신행동 간의 관계에서 임파워링 리더십의 조절역할 연구: 항공사 승무원을 중심으로

Due to various factors such as owner exploitation, restructuring due to the COVID-19 pandemic, and the work-life challenges resulting from cost-cutting measures during the endemic, cabin crews have been experiencing increased negative perceptions towards their organizations. Despite this situation, previous studies have been inadequate in examining the practical effects of organizational cynicism. Moreover, considering the argument that the innovative service behavior of cabin crews can be a source of competitive advantage for airlines, this study aims to examine innovative service behavior as a dependent variable of organizational cynicism. This study suggests that empowering leadership can be an effective management approach in reducing negative effect of organizational cynicism for cabin crew. Based on these arguments, the data analysis of 287 airline cabin crews revealed the following results. First, organizational cynicism had a negative impact on innovative service behavior. Second, empowering leadership showed significant moderating effects in the relationship between organizational cynicism and innovative service behavior, contrary to the hypotheses. Specifically, it was found that higher levels of empowering leadership did not mitigate the negative influence of organizational cynicism on innovative service behavior, but rather intensified it. Based on these findings, this study provides insights and implications regarding the significance of organizational cynicism and empowering leadership in relation to the innovative service behavior of airline cabin crew.