항공사 객실승무원의 감정노동이 친사회적 행동에 미치는 효과: 직무열의의 매개효과를 중심으로 = The effects of flight attendants' emotional labor on Pro-social behavior: Mediating Effect of Job Engagement

다국어 초록 (Multilingual Abstract)

The purpose of the current research is to investigate important roles of emotional labor(deep acting and surface acting) influencing flight attendants' job engagement and pro-social behavior. Additionally, the mediating effect of job engagement on the relationships between flight attendants’ emotional labor and their pro-social behavior is verified. Based on existing studies, the hypothesized model was proposed and data were collected via field survey. To empirically test the conceptual model proposed, the data from a total of 238 flight attendants' gained. were analyzed using structural equation modeling. The findings of data analysis showed that flight attendants’ deep acting had a positive effect on job engagement and pro-social behavior; however, surface acting negatively influenced job engagement only. The mediating effect of job engagement was significant only on the relationship between flight attendants’ deep acting and their pro-social behavior. Based on the findings of this study, specific guidance was provided for the department of human resource management in the airline industry.