Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
Effect of Airline Cabin Crew Fatigue Increase Factors on Emotional Dissonance: Mediating Effect of Flight Stress
- Journal of Tourism Sciences
- Abbr : JTS
- 2021, 45(1), pp.175-197
- DOI : 10.17086/JTS.2020.45.1.175.197
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
- Received : July 24, 2020
- Accepted : November 16, 2020
- Published : January 1, 2021
1청주대학교
Excellent Accredited
ABSTRACT
This study explored the working environment of airline cabin crew and enhance service quality by examining the relationship between flight fatigue and psychological service degradation factors, and flight stress as a moderating variable. A conveinence sample of 453 cases were analyzed. The study participants were domestic airlines' cabin crews who were recruited through SNS, from Jan. 2020~May 2020. It was found that there is a statistically positive(+) relationship between flight fatigue increase and psychological service degradation factors, and flight stress. Consequently, it was found that route, physical, human, and unexpected factors increasing flight fatigue of cabin crews have a positive effect on flight stress. It was also found that flight stress affects psychological service degradation, and by examining the relationship between the fatigue increase and psychological service degradation factors, and stress moderator, it was found that fatigue increase factors and flight stress affect psychological service degradation. The findings suggest that service worker, such as airline cabin crew experience emotional dissonance due to the customers' improper service requirements and the organizational norms. This study is an initial inquiry into the relationship between the cabin crew's flight stress factors and psychological decline.
Statistics
-
418 Viewed
-
2 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
Arnold, B. B.
/ 2006
/ Emotional dissonance, burnout, and in-role performance among nurses and police officers
/ International Journal of Stress Management
4(1)
: 423~440
[book]
Browne, M. W.
/ 1993
/ Testing structural equation models
/ Sage
: 136~162
[journal]
Cho, Y. Y.
/ 2014
/ A study on the effect of employee's emotional response on job satisfaction due to bad customer behavior
/ Journal of the Korean Business Administration
27(2)
: 385~409
[journal]
Choi, D. H.
/ 2014
/ The effect of airline workers'job stress on exhaustion
/ Journal of Tourism Sciences
29(5)
: 23~39
[journal]
Choi, E. S.
/ 2003
/ Concept analysis of fatigue
/ Journal of Women's Health Nursing
9(1)
: 61~69
[journal]
최인묵
/ 2017
/
Meta-analysis of Advertising Effectiveness for Travel Agencies in South Korea: Estimating the Size of the Summary Effect
/ 관광학연구
/ 한국관광학회
41(2)
: 57~76
[journal]
Choi, M. H.
/ 2015
/ Emotional labor and service sabotage behavior review of airline cabin crew : With the moderating effect of customer bad behavior
/ Journal of Tourism Sciences
30(5)
: 335~354
[thesis]
Choi, M. H.
/ 2016
/ Analysis of the effects of fatigue on the performance of safety behavior and workplace-conflict according to the working situation of airline flight attendants: With the adjustment effect of flight schedule
/ master
/ Pusan National University
[report]
Civil Aviation Pilots Association
/ 2020
/ International Council of Aircraft Owner and Pilot Associations
/ International Council of Aircraft Owner and Pilot Association
: 48~66
[journal]
Fritschi, C.
/ 2010
/ Fatigue in patients with diabetes : A review
/ Journal of Psychosomatic Research
69(1)
: 33~41
[journal]
Glomb, T. M.
/ 2004
/ Emotional labor : A conceptualization and scale development
/ Journal of Vocational Behavior
64(1)
: 1~23
[journal]
Han, E. H.
/ 2015
/ The effect of job characteristics of airline cabin crew on job satisfaction and turnover intention : For domestic airline B cabin crew
/ Journal of Tourism Sciences
30(5)
: 1~20
[thesis]
Han, J. A
/ 2018
/ The effect of perceived fatigue of cabin crew on job satisfaction:Focusing on the moderating effect of health management practice
/ master
/ Sejong University
[journal]
한주원
/ 2005
/
The Effects of Personality and Emotional Labor Stress on Job Satisfaction
/ 비서·사무경영연구
/ 한국비서학회
14(1)
: 145~168
[journal]
Harris, L. C.
/ 2003
/ The consequences of dysfunctional customer behavior
/ Journal of Service Research
6(2)
: 144~161
[journal]
Heaven, E.
/ 2003
/ Emotional dissonance and burnout among cabin attendants
/ European Journal of Work and Organization Psychology
12(1)
: 81~100
[book]
Hu, L. T.
/ 1995
/ Structural equation modeling: Concepts, issues, and applications
/ Sage Publications, Inc
: 76~99
[journal]
Jain, M.
/ 2010
/ Dimensions of perfectionism and perfectionistic self-presentation in social phobia
/ Asian Journal of Psychiatry
3(4)
: 216~221
[journal]
김선희
/ 2015
/
The Effects of the Emotional Intelligence of Airline Cabin Crew on Self-Efficacy and Organizational Citizenship Behavior
/ 관광학연구
/ 한국관광학회
39(7)
: 163~181
[thesis]
Kang, M. M
/ 2013
/ A study on the satisfaction of the cabin crew schedule
/ master
/ Korea Aerospace University
[journal]
Karatepe, O. M.
/ 2010
/ An investigation of the role of job resources in mitigating customer-related social stressors and emotional exhaustion
/ Services Marketing Quarterly
31(1)
: 72~88
[journal]
Kim, D. H.
/ 2013
/ A study on pilot fatigue management in aviation safety
/ Journal of Aerospace Science
23(2)
: 31~38
[thesis]
Kim, H. J.
/ 2019
/ The effect of customer's bad behavior on the feeling of mismatch and fatigue of airline cabin crew: Focusing on the moderating effect of leisure response strategy when staying abroad
/ master
/ Pusan National University
[thesis]
Kim, H. S.
/ 2017
/ The effect of cabin crew fitness management on fatigue
/ master
/ Hankuk Aviation University
[thesis]
Kim, J. G.
/ 2016
/ A study on the major factors affecting airline accidents caused by fatigue of civil aviation pilots
/ master
/ Hankuk Aviation University
[thesis]
Kim, K. H.
/ 2015
/ A study on how to increase the operational efficiency of Incheon Airport's main station through aircraft flight time analysis
/ master
/ Korea Aerospace University
[thesis]
Kim, K. H.
/ 2015
/ The effect of cabin crew fatigue and sleep disturbances on service satisfaction
/ master
/ Korea Aerospace University
[thesis]
Kim, S. Y.
/ 2013
/ Study on cabin safety under aviation law: Focusing on fatigue management standards for aviation cabin crew
/ master
/ Korea Aerospace University
[journal]
Ko, B. K.
/ 2013
/ The mediating effect of emotional exhaustion in the relationship between airline crew emotional labor, job satisfaction and job performance
/ Journal of Tourism Sciences
25(8)
: 337~353
[journal]
Kristen B. D.
/ 2012
/ The impact of moral stress compared to other stressors on employee fatigue, job satisfaction, and turnover: An empirical investigation
/ Journal of Bus Ethics
110(1)
: 377~391
[journal]
Kristof, A. L.
/ 1996
/ Person-organization fit:An integrative review of its conceptualizations, measurement, and implications
/ Personnel Psychology
49
: 1~49
[thesis]
Lee, C. H.
/ 2016
/ A study on the effect of role stress of cabin crew on job performance:Focusing on gender control effect
/ master
/ Hankuk Aviation University
[thesis]
Lee, G. H.
/ 2011
/ A study on how to improve crew fatigue management
/ master
/ Korea Aerospace University
[thesis]
Lee, G. O.
/ 2009
/ Impact of job characteristics on stress and job satisfaction: For airline cabin crew
/ master
/ Hankuk Aviation University
[journal]
Lee, H. Y.
/ 2012
/ Factors related to the basic fitness of a flight attendant in an airline cabin
/ Korean Journal of Vocational Health Nursing
21(1)
: 287~299
[journal]
김용일
/ 2018
/
A Study on the Determinants of Mobile Commerce for Air Transport Products : A Comparison Between a Full-Service Carrier and a Low-Cost Carrier
/ 관광학연구
/ 한국관광학회
42(7)
: 105~120
[journal]
MacDonald, L. A.
/ 2003
/ Job stress among female flight attendants
/ Journal of Occupational and Environmental Medicine
45(7)
: 703~714
[journal]
Marie, A.
/ 2015
/ Job stressors and burnout in hospitals: The mediating role of emotional dissonance
/ International Journal of Stress Management
1(1)
: 1~14
[journal]
Medina, F. J.
/ 2005
/ Types of intragroup conflict and affective reactions
/ Journal of Managerial Psychology
20(1)
: 219~230
[journal]
Meier, L. L.
/ 2013
/ Relationship and task conflict at work: Interactive short-term effects on angry mood and somatic complaints
/ Journal of Occupational Health Psychology
18(2)
: 144~156
[thesis]
Min, Y. H.
/ 2005
/ The effects of airline crew emotional labor and psychological toughness on job satisfaction
/ master
/ Yonsei University
[report]
Ministry of Land, Transport and Maritime Affairs
/ 2020
/ Revision of the government organization Act
[report]
National Assembly Legislative Survey
/ 2020
/ Act on testimony, appraisal, etc. before the national assemble
[journal]
노요섭
/ 2015
/
A Model on Fatigue of Airline Flight Crew: Focus to Working Condition, Intensity of work, Compensation for Satisfaction, and Organizational Commitment
/ 한국비교정부학보
/ 한국비교정부학회
19(3)
: 125~141
[journal]
Park, H. J.
/ 2009
/ Organizational atmosphere of airline cabin team, organizational commitment of team crew, research on the effect of organizational citizenship behavior on service performance
/ Journal of Tourism Sciences
24(5)
: 149~173
[journal]
박민희
/ 2015
/
Effect of Fatigue and Personal Accomplishment on Job Satisfaction, Job Performance and Service Recovery performance for Flight Attendant
/ 관광경영연구
/ 관광경영학회
19(4)
: 151~179
[journal]
Park, S. P.
/ 2010
/ Analysis of the effects of job stress and socio-psychological factors on fatigue levels of male office workers using structural equation models
/ Journal of the Korean Occupational Environment and Medicine
2(1)
: 48~57
[thesis]
Seo, M. J.
/ 2016
/ The effect of cabin crew's language-cultural job stress on service orientation: Focusing on the moderating effect of foreign cabin crew
/ master
/ Korea Aerospace University
[journal]
Seo, M. S.
/ 2002
/ The effects of salesperson's emotional disharmony and emotional depletion on customer orientation and customer service quality assessment
/ Marketing Research
17(4)
: 47~75
[journal]
Tillman, C. J.
/ 2017
/ Supervisor-subordinate relationship conflict asymmetry and subordinate turnover intentions: The mediating roles of stress and counterproductive work behaviors
/ Journal of Behavioral and Applied Management
17(1)
: 169~196
[journal]
Turner, L.
/ 2001
/ Shopping satisfaction for domestic tourists
/ Journal of Retailing and Consumer Services
8
: 15~27
[journal]
White, J. B.
/ 2006
/ Frequent social comparisons and destructive emotions and behaviors:The dark side of social comparisons
/ Journal of Adult Development
13(1)
: 36~44
[journal]
Yoon, S. Y.
/ 2013
/ The effect of cultural adaptation stress on job satisfaction: For domestic airline foreign cabin crew
/ Journal of the Korean Navigation Society
17(4)
: 449~458