항공사 객실팀의 조직분위기, 팀승무원의 조직몰입, 조직시민행동이 서비스수행에 미치는 영향

국문 초록 (Abstract)

본 연구는 항공사 객실팀의 조직분위기(팀장특성, 팀원특성), 팀승무원의 조직몰입, 조직시민행동이 서비스수행에 미치는 영향관계 검증을 통해, 객실승무원의 조직분위기에 대한 인식이 조직몰입, 조직시민행동을 거쳐 서비스수행으로 이어지는 과정을 탐구하는 것이다.
이를 위해 객실팀제를 운영하고 있는 국내 대표항공사인 K항공사 소속 승무원을 대상(팀장 제외)으로 2009년 1월 25일부터 2월 24일까지 설문조사를 실시하였으며, 총 510부가 연구에 사용되었다.
본 연구의 유효 표본에 대한 분석은 SPSS for Window Version 13.0과 AMOS 5.0 통계패키지를 사용하였다. 모형의 가설검증을 위하여 각 측정문항 간의 신뢰도와 타당성을 검증하였으며, 이론적 배경과 연구모형에 따라 설정된 연구가설의 검증에 앞서 경로분석을 활용하여 제안모형의 적합성을 확인하였다. 검증결과 χ2=28.479(df=6, p=.000), Normed-χ2=4.747이며, GFI=0.988, AGFI=0.910, CFI=0.990, NFI=0.988, RMR=0.042, RMSEA=0.086 로 도출되어 대체로 모든 지수에서 적합도 기준을 충족시키는 것으로 나타나 모형의 적합성은 모두 인정되었다.
가설 검증에 따른 본 연구의 결과는 다음과 같다.
첫째, 조직분위기의 팀장특성과 팀원특성 요인 모두 조직몰입에 유의한 영향을 미치고 있음을 알 수 있었다.
둘째, 조직몰입이 조직시민행동의 스포츠맨십을 제외한 시민의식, 이타성, 예의성, 양심성에 유의한 영향을 미치는 것으로 나타났다.
셋째, 조직분위기가 조직시민행동에 미치는 영향관계를 분석한 결과, 팀장특성은 양심성에만 유의한 영향을 미치는 것으로 나타났으며, 팀원특성은 이타성과 예의성에 유의한 영향을 미치는 것으로 나타났다.
넷째, 조직시민행동의 모든 요인들이 모두 서비스수행에 유의한 영향을 미치는 것으로 나타났다
마지막으로, 조직몰입은 서비스수행에 직접적으로 유의한 영향을 미치지 않았다.
또한, 가설검증에 있어서 승무원 그룹과 부사무장 이상 그룹으로 구분하여 분석한 결과, 직급에 따른 차이도 확인하였다. 아울러 현장승무원들은 대체로 팀제가 비행업무에 효율적이라고 판단하고 있으며, 객실 팀제운영에도 찬성하고 있는 것을 알 수 있었다.
이로써, 본 연구는 항공사 객실 팀조직의 기능에 대한 새로운 시각을 제공하고, 팀 조직분위기의 역할과 기능적 효과를 이론적으로 구체화시켜, 조직과 조직구성원 간의 관계 향상을 통한 서비스수준 제고 방안을 보다 현실적으로 정립하기 위한 기틀을 마련했다고 볼 수 있다. 또한 항공사 객실팀의 조직분위기가 팀승무원의 서비스수행 수준을 높이는데 실질적으로 어떠한 역할을 하는지 증명함으로써 효율적인 팀제운영에 있어서 조직분위기를 중요한 요인으로 활용할 수 있음을 밝혔다.

다국어 초록 (Multilingual Abstract)

Recently, all airlines have emphasized the management motto to maximize customer-satisfaction through sustainable innovation of customer service to be recognized as the best airline by its customers. So, management and marketing fields in the airline industry have also emphasized the management of service provider's behavior, especially service performance.
To achieve the above goals, the role of flight attendants is the most important factor because they meet passengers face to face during the flight. Flight attendants are a key factor in delivering service excellence and productivity in airline service.
The purpose of this paper is to explore the human resource management practices that enable airlines to deliver consistent service excellence.
Most airlines have operate a field team system of flight attendants. In general, all crew members are formed into teams of 16~18 individuals where team members are scheduled to fly together as much as possible.
This study focused on identifying the effects of organizational climate of the airline cabin team, organizational commitment and organizational citizenship behavior on their service performance.

The purpose of this study can be defined as follows:
First, it attempts to find out whether the organizational climate attributes such as team leader characteristics and team members characteristics that are perceived by flight attendants of the team have statistically significant effects on organizational commitment.
Second, it attempts to find out whether organizational commitment has statistically significant effects on organizational citizenship behavior.
Third, it attempts to find out whether organizational commitment and organizational citizenship behavior that were found mediated the effects of organizational climate on service performance.
Finally, it attempts to explore differences of two groups, a general flight attendant group and a purser group(above assistant purser) in examining the effects of the organizational climate of the airline cabin team.

This study was undertaken according to the following methods and guidelines.
First, to design a questionnaire for this study, the relevant items relating to organizational climate, organizational commitment, organizational citizenship behavior and service performance were extracted from previous researches.
Based on the literature, hypotheses and research models that can evaluate the causal relationship among organizational climate(team leader characteristics variables, team members characteristics variables), organizational commitment variables, organizational citizenship behavior(civic virtue variables, sportsmanship variables, altruism variables, conscientiousness variables, courtesy variables) and service performance variables were generated.
Second, a survey was conducted by flight attendants who belong to cabin teams in K airlines, from 25 January to 24 February in 2009. A total of 600 questionnaires were distributed and 542 were collected. Finally, 510 valid responses were used for data analyses leaving only 32 with incomplete responses.
Third, reliability tests for organizational climate of the airline cabin team(team leader characteristics, team members characteristics), organizational commitment, organizational citizenship behavior(civic virtue, sportsmanship, altruism, conscientiousness, courtesy) and service performance based on the literature review were conducted. The results of reliability analyses produced over 0.6 meaning that this study is acceptably reliable. Further confirmatory factor analysis, which was carried out for cleaning variables, validated the adequacy of the measurement tools used in the research design.
Fourth, as the main purpose of this study is to explore the causal relationship among the variables, path analysis was employed to identify the interaction as well as the causal relationship of constructs within the research model.
Path analysis was also used to confirm the adequacy of proposed model before testing research hypotheses, which were theoretical backgrounds and the research model. As a result, χ2=28.479(df=6, p=.000), Normed-χ2=4.747,, GFI=0.988, AGFI=0.910, CFI=0.990, NFI=0.988, RMR=0.042 and RMSEA=0.086. Therefore, the indices indicated proved to be suitable.
Finally, based on the results from the analysis tested above, research hypotheses were tested.

Using the method, following results were drawn from this study:
First, it revealed that organizational climate of the airline cabin team(team leader characteristics, team members characteristics) had statistically significant effects on organizational commitment.
Second, it also revealed that organizational commitment had statistically significant effects on organizational citizenship behavior(civic virtue, altruism, conscientiousness, courtesy).
Third, it revealed that the organizational climate of the airline cabin team, 'team leader characteristics' had a statistically significant direct effect on organizational citizenship behavior, conscientiousness. It also had a statistically significant indirect effect on organizational citizenship behavior(civic virtue, altruism, conscientiousness, courtesy) while organizational commitment worked as the mediating variable between them.
It also revealed that the organizational climate of the airline cabin team, 'team members characteristics' had significant effects on organizational citizenship behavior partially.
Fourth, it revealed that organizational citizenship behavior(civic virtue, sportsmanship, altruism, conscientiousness, courtesy) had a great influence on service performance.
Fifth, it revealed that organizational commitment didn't have the statistically significant effect on service performance. However, it had the statistically significant indirect effect on service performance while organizational citizenship behavior worked as the mediating variable between them.
These findings show that organizational climate can promote a higher level of service performance in cabin service but primarily do so through the mediating effects of organizational citizenship behavior.
Finally, examining the comparative analysis of two groups, between the 'general flight attendant group' and the 'purser group(above assistant purser)', a significant difference was found. The 'general flight attendant group' was not an influencing factor on organizational citizenship behavior by team leaders and the 'purser group(above assistant purser)' was not a strong contributor in predicting on organizational citizenship behavior by team members.
Therefore this study is expected to help set up strategies to enforce teamwork on airline cabin teams.

There are a number of managerial implications that can be derived from this:
First, this research has implications for organizations that aim to deliver consistent service excellence. Airlines have to aim to create 'esprit de corps' among its cabin crew.
The managers of airline companies have to develop effective training programs according to the position(duty) and job-ranking to improve the competency and leadership of team leaders, intermediate manager. They also need to do this to enforce teamwork in crew members. Well-designed training programs are important to ensure that employees have the ability to perform service excellence. Team leaders have to learn about individual's strengths and weaknesses and act as a counsellor to whom the team members can turn to for help or advice in the cabin team organization.
Second, the managers of airline companies have to encourage cabin crew to engage in some seemingly unrelated activities; for example, the performing arts circle for talented employees, gourmet, language and sports circles etc. Such activities may reduce the work-related stress and encourage empathy for others, an appreciation of the finer things in life, camaraderie and teamwork.

After all the results were in, this research concluded that the organizational climate of the airline cabin team may actually contribute to leading service excellence performance by enhancing organizational citizenship behavior. As expected, team members are important in sustaining flight attendants' motivation to perform service excellence. It is also supported that teams provide the means for integrating and coordinating service efforts within organizations and effective teams are pre-requisite to service excellence.

목차 (Table of Contents)

• 1.서론 1
• 1.1 연구의 배경 1
• 1.2 연구의 목적 6
• 1.3 연구의 방법 및 범위 7
• 2.이론적 배경 10
• 1.1 항공사 객실조직과 팀제 10
• 1.1.1항공사 객실승무원 업무와 팀제 10
• 1.1.2항공사 객실팀에 관한 선행연구 17
• 1.2 조직분위기 19
• 1.2.1조직분위기의 개념 19
• 1.2.2조직분위기의 구성요소 21
• 1.2.3조직분위기에 관한 선행연구 23
• 1.3 조직몰입 27
• 1.3.1조직몰입의 개념 27
• 1.3.2조직몰입의 구성요소 28
• 1.3.3조직몰입에 관한 선행연구 31
• 1.4 조직시민행동 34
• 1.4.1조직시민행동의 개념 34
• 1.4.2 조직시민행동의 구성요소 36
• 1.4.3조직시민행동에 관한 선행연구 41
• 1.5 서비스수행 46
• 1.5.1서비스수행으로서의 서비스품질 46
• 1.5.2서비스품질의 측정도구 50
• 1.5.3서비스품질에 관한 선행연구 54
• 1.6 조직분위기, 조직몰입, 조직시민행동, 서비스수행의 관계 56
• 1.6.1조직분위기와 조직몰입의 관계 56
• 1.6.2조직몰입과 조직시민행동의 관계 56
• 1.6.3조직시민행동과 서비스수행의 관계 57
• 1.6.4조직분위기, 조직몰입, 조직시민행동, 서비스수행과의 관계 59
• 3.연구 설계 및 조사 방법 61
• 1.1연구모형 및 연구가설 61
• 1.1.1연구모형 61
• 1.1.2연구가설 62
• 1.2조사설계 68
• 1.2.1표본설계 68
• 1.2.2변수의 조작적 정의 및 측정 69
• 1.2.3측정도구 및 변수 73
• 1.2.4분석 방법 77
• 4.실증 분석 79
• 1.1연구 표본의 일반적 특성 79
• 1.2가설검증을 위한 예비분석 82
• 1.2.1탐색적 요인분석 및 신뢰도 분석 82
• 1.2.2연구개념에 대한 확인적 요인분석 83
• 1.2.3연구개념에 대한 상관관계 분석 95
• 1.3모형의 평가 및 가설검증 96
• 1.3.1 전체 연구모형에 대한 적합도 검증 96
• 1.3.2가설검증 98
• 1.3.3간접효과 및 총효과 분석 102
• 1.3.4가설검증 결과 요약 104
• 1.3.5직급에 따른 가설검증 106
• 1.3.6직급에 따른 간접효과 및 총효과 차이분석 114
• 5.결론 및 시사점 117
• 1.1연구결과의 요약 및 시사점 117
• 1.1.1 연구결과의 요약 117
• 1.1.2연구 시사점 124
• 1.2연구의 한계 및 제언 129
• 참고문헌 131
• 설문지 155
• ABSTRACT 159