항공사 객실승무원의 채용, 교육훈련 및 비행과정과 정서노동

• 영문명: Flight Attendants’ Entering, Training Process, Cabin Service and their Relationships with Emotional Labor: An Extension of the Domain and Process of Emotional Labor
• 발행기관: 한국관광학회
• 저자명: 김수진 이진형
• 간행물 정보: 『관광학연구』제33권 제4호, 469~488쪽, 전체 20쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2009.08.31

영문 초록

The purpose of this study was to explore flight attendants’ entering, training process, cabin service and their relationships with emotional labor. We did in-depth interviews of 10 flight attendants about their application procedure for the job, training process after entering the airline and actual emotional labor during a flight. We also did additional in-depth interviews of two flight attendant trainers to understand emotional labor management from a managerial perspective. Results revealed that flight attendants recruitment procedure was on the line of emotional training process. From a managerial point of view, results also showed that the flight attendants emotional labor was practiced not only with passengers but also with co-workers. Based on these results, we suggested human resource management policies for the airline industry.

목차

Ⅰ. 서론

Ⅱ. 선행연구 고찰

Ⅲ. 연구 방법

Ⅳ. 연구 결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

정서노동 항공사 객실승무원 채용 교육훈련 기내서비스 질적 연구방법 Emotional labor Flight attendants Employment Job training Cabin service Qualitative research method