Journal of the Korean Data Analysis Society

Korean Data Analysis Society (한국자료분석학회)
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The Effects of Big 5 on the Emotional Labor and Turnover Intention: Focused on the Flight Attendant

성격유형(Big 5)이 감정노동 및 이직의도에 미치는 영향: 항공사 객실승무원을 중심으로

  • Jung, Hyun-Joo (Department of Airline Tourism Hotel Management, Gimcheon University)
  • 정현주 (김천대학교 항공관광호텔경영학과)
  • Received : 2015.05.18
  • Accepted : 2015.06.20
  • Published : 2015.06.30
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Abstract

Objectives of this study is to examine the effects of personality (big 5) on emotion labor and turnover intention in the airline industry. To achieve this goal, 243 valid copies of questionnaire collected from flight attendants in Korea from February 1 to 31, 2014 were used to analyze the data by utilizing SPSS 18.0 package program. The factors of personality (big 5) were extraversion, agreeableness, conscientiousness, neuroticism, openness. And then the factors of emotion labor were surface acting, deep acting. The multiple regression analysis was employed to examine the relationship between personality (big 5) factors and emotion labor. The results indicated that extraversion and neuroticism had significant effect surface acting. Also extraversion and openness had significant effect deep acting. On the other hand, surface acting had significant effect on turnover intention but deep acting had no significant effect on turnover intention. The implications of the findings were discussed.

본 연구는 항공사 객실승무원의 성격유형이 감정노동에 미치는 영향과 감정노동이 이직의도에 미치는 영향에 관해 분석하였다. 조사는 2014년 2월1일부터 2월31까지 국내항공사에 근무하는 객실승무원을 대상으로 실시되었으며, 본 연구의 설문은 최종 243부를 사용하였다. 첫째, 성격유형은 외향성, 친화성, 성실성, 신경증, 개방성의 5개 요인이 도출되었으며, 감정노동은 표면행위와 내면행위의 2개 요인으로 도출되었다. 성격유형 가운데 감정노동에 미치는 영향을 분석하기 위해 다중회귀분석을 실시한 결과, 성격유형 중 외향성은 감정노동의 표면행위에 부(-)의 영향을 미치며, 신경증은 감정노동의 표면행위에 정(+)의 영향을 미치는 것으로 나타났으며, 성격유형 중 외향성과 신경증은 감정노동의 내면행위에 정(+)의 영향을 미치는 것으로 나타났다. 또한 감정노동이 이직의도에 미치는 영향을 분석한 결과 감정노동의 표면행위만이 이직의도에 정(+)의 영향을 미치는 것으로 나타났으며, 감정노동의 내면행위는 이직의도에 유의한 영향을 미치지 않는 것으로 나타났다. 본 연구결과를 토대로 후속연구에 대한 제언과 시사점을 논의하였다.

Keywords

Acknowledgement

Supported by : 김천대학교

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