항공사 지상직원이 지각한 고객무례행동이 직무성과에 미치는 영향: 동료지원의 조절효과와 직무스트레스의 매개효과를 중심으로 = A Study on the Effects of Customer Incivility Perceived by Airline Ground Staffs on Job Performance: The Moderating Effect of Coworker Support and the Mediating Effect of Job Stress

다국어 초록 (Multilingual Abstract)

This study aimed to verify the mediating effect of job stress to explain the mechanism of customer incivility perceived by airline ground staffs on job performance. In addition, the role of coworker support among social support was verified as a variable that can control the effect of job stress on job performance. In order to verify the research model, a survey was conducted on 235 people working in airline ground positions. As a result of the study, first, the influence relationship of customer incivility on mental stress was significant as a positive (+) relationship. In addition, the influence relationship of customer incivility on physical stress was significant as a positive (+) relationship. Second, the influence relationship of mental stress on job performance was not significant. In addition, the influence relationship of physical stress on job performance was not significant. Third, as a result of verifying the moderating effect of coworker support, it was confirmed that there was a difference in influence depending on the difference in the high and low involvement of coworker support.