Journal of the Korean Society for Aviation and Aeronautics (한국항공운항학회지)

The Korean Society for Aviation and Aeronautics (한국항공운항학회)
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The Impact of Transformational Leadership of Airline Flight Attendants Manager on Customer Orientation: Testing the Mediating Effects of Organizational Commitment

항공사승무원 상사의 변혁적리더십이 고객지향성에 미치는 영향: 조직몰입의 매개효과 검증을 중심으로

  • 박윤미 (세한대학교 항공서비스학과)
  • Received : 2018.06.09
  • Accepted : 2018.06.30
  • Published : 2018.06.30
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Abstract

Recently, the airline industry has grown tremendously, and competition among airlines has intensified. Therefore, the importance of airline's service quality has been greatly emphasized. The human service provided by the airline is the biggest service the customer feels, so the customer orientation of the flight attendant is very important. The aim of this study was to identify the mediating effects of organizational commitment on the relationship among transformational leadership and customer orientation. As a results of the study, transformational leadership had positive significant effects on organizational commitment and job customer orientation. The results of this study imply that the organizational commitment play significant mediating role between transformational leadership and customer orientation.

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References

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