The purpose of this study is to develop a systematic classification of flight attendants' job stressors and analyze the relationships among those stress factor, emotional exhaustion, empowerment, job satisfaction, and quality of life. The data used in...
The purpose of this study is to develop a systematic classification of flight attendants' job stressors and analyze the relationships among those stress factor, emotional exhaustion, empowerment, job satisfaction, and quality of life. The data used in this study derived from a survey among flight attendants of the full service carriers in Korea. A total of 265 valid responses were used for data analysis.
Based on the Stressor-Strain-Outcome Model, this study explored the flight attendants' job stressors and tested an empirical model that postulated for a systematic examination on the relationship between stressor and its key outcome variables including emotional exhaustion, job satisfaction, and quality of life. In addition, the empirical model of this study also examined the role that empowerment plays as a job resource.
First of all, to complement the scale to measure job stressors for flight attendants and explore new dimensions of job stressors, individual depth interview was conducted by providing 12 flight attendants in Korea with open questionnaire. Not only role in organization and personal factor were identified as new dimensions of job stressors but also customer-related stressor and interpersonal relationship dimension of job stressors were definitely fallen into two dimensions through this step.
For examining the influence of stressor on strain outcomes, path analytic procedure was adopted using AMOS 18. The results of path analyses are as follows. First, evaluation of job stressors turned out to affect emotional exhaustion, indicating significant coefficients of role in organization, organizational culture, job characteristics, and interpersonal relationship dimensions of job stressors. Second, emotional exhaustion exerted a negative impact on both job satisfaction and quality of life. As hypothesized, job satisfaction exert a positive impact on quality of life. Third, empowerment turned out to have a negative impact on emotional exhaustion and a positive impact on job satisfaction. The results indicated strong evidence to support the importance of job stressor variable in predicting emotional exhaustion, job satisfaction, and quality of life. Also, this study showed that empowerment played a major role in reducing emotional exhaustion and increasing job satisfaction as a job resource. The results of this study provide airline industry with practical implications and help better understand how to mitigate the negative effects of emotional labor in terms of both organizational efficiency and personal life.
Key Words : Job Stressors, Empowerment, Emotional Exhaustion, Job Satisfaction, Quality of Life
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