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영문명: The Impact of Perceived Incivility on Job Stress and Turnover Intention in Cabin Crew
발행기관: 관광경영학회
저자명: 민소라 이슬기 김영택
간행물 정보: 『관광경영연구』제23권 제5호, 331~349쪽, 전체 19쪽
주제분류: 사회과학 > 관광학
파일형태: PDF
발행일자: 2019.09.30

5,080원

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국문 초록

영문 초록

The purpose of this study is to investigate relationship between incivility, job stress and turnover intention of cabin crew. A survey was conducted to cabin crew of FSC(Full Service Carrier). A total of 250 questionnaires were distributed and 210 parts were collected, and 193 parts were used for the final analysis except 17 parts of incomplete or unfaithful responses. The hypothesis test was conducted using statistical programs of SPSS 18.0 version and AMOS 18.0 version. The analysis results are as follows. First, Incivility had a positive effect on job stress. In particular, incivility of support departments was found to have the greatest impact. Second, Incivility had a significant positive effect on turnover intention. However, peer incivility did not appear to affect. Third, Job stress had a positive effect on turnover intention. Finally, There was a mediating effect of job stress between incivility and turnover intention. This study has the academic implications of expanding the scope of research and the practical implications of providing basic data for improving treatment of cabin crew.