항공 서비스 종사자의 문화적 역량이 업무 성과에 미치는 영향 - 서비스 유연성의 매개 효과 - = Impacts of Airline Workers’ Cultural Competence on Job Performance : Mediating Effects of Service Flexibility

다국어 초록 (Multilingual Abstract)

This study was conducted to understand the effects of the cultural competence of airline workers who frequently interact with customers from different cultures on service flexibility and work performance. A survey was conducted to cabin attendants and airport service workers and a total of 429 valid questionnaires were collected for analysis. The results showed that the cultural competence of airline workers had positive effects on service flexibility and work performances. It was also found that service flexibility mediated the relationship between the cultural competence of airline workers and work performances. Specifically, service flexibility had a fully mediating effect on the relationship between the motivation factor of cultural competence and work performance. As for the metacognitive and behavioral factors, partial mediating effects were found. The results are significant in that the study confirmed the important role of cultural competence within the context of airline industry particularly in relation to work performance and service flexibility. Implications of the study results are associated with the need for cultural competence-enhancing education in terms of human resource management of airlines. Several strategic measures including an adoption of flexible regulations were also suggested at the practical level to enhance service flexibility of airline workers.

참고문헌 (Reference)

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