항공사 객실승무원의 사회지능이 사회적 지원과 고객지향성 및 업무성과에 미치는 영향

초록

In this study, the effect of airline cabin crew's social intelligence on social support, customer orientation, and work performance was empirically studied. A survey was conducted on cabin crew of national and foreign airlines, and a total of 195 questionnaires were used for empirical analysis. As a result of factor analysis, social intelligence was classified into social skills, social information processing, and social awareness. and social support, customer orientation, and work performance were classified into a single dimension. As a result of hypothesis testing, among social intelligence, social awareness and social skills were found to have a significant effect on social support, but social information processing did not appear to have a significant effect, and all components were found to have a significant effect on customer orientation. Also, it was studied that social support had a significant effect on customer orientation, and that social support and customer orientation had a significant effect on work performance. In the end, it was studied that the social intelligence of airline crew members can achieve job performance by increasing social support and customer orientation.

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