고객불평 행동에 따른 직무소진에서 진정성 리더십의 조절효과

Abstract

The purpose of this study is to verify the effects of customer’ complaint behavior on flight attendant’ job burnout as well as the moderating effects of authentic leadership in the relationship between customer’ complaint behavior and flight attendant job burnout. To this end, we conducted a survey of 400 flight attendants in the airplane industry, and analyzed data collected from 264 flight attendants, except unreliable responses. As a result of a hierarchical regression analysis to confirm main effects, it was found that customer’ complaint behavior had positive effect on flight attendant’ job burnout, also found were the negative moderating effect of authentic leadership in the relationship between customer’ complaint behavior and flight attendant’ job burnout. Based on the research findings, this study discussed its academic significance, practical implications, limitations and future research tasks.

Key words : Customer’ Complaint Behavior, Job Burnout, Authentic Leadership, Flight Attendant, Job Demand-control Model