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SSCI Article

Influence of Airline Cabin Crew Members' Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity
성명 현성협()
소속 사회과학대학 관광학부
캠퍼스
우수선정주 2021년 07월 2째주
Author
Corresponding Author Info Hyun, SS (corresponding author), Hanyang Univ, Sch Tourism, 222 Wangsimni Ro, Seoul 04763, South Korea.
E-mail 이메일 아이콘sshyun@hanyang.ac.kr
Document Type Article
Source INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH Volume:18 Issue:12 Pages:- Published:2021
Times Cited
External Information http://dx.doi.org/10.3390/ijerph18126417
Abstract Expanding on the literature on rapport-building behavior within the airline industry, this study analyzed the influence of rapport-building behaviors (uncommonly attentive behavior, common-grounding behavior, courteous behavior, connecting behavior, and information-sharing behavior) on cabin crew members' empathy toward their colleagues. We also analyzed the effect of empathy on variables such as team performance, organizational atmosphere, and instances of irregularity. We analyzed 230 samples obtained from an online questionnaire and convenience sampling of full-service domestic and international carriers in South Korea. A structural equation modeling (SEM) revealed that uncommonly attentive behavior, courteous behavior, connecting behavior, and information-sharing behavior showed a positive effect on empathy among colleagues, which in turn positively influenced team performance, organizational atmosphere, and possible irregularities. Moreover, we found that the presence of participants' closest colleagues within the same team did not moderate the relationship between rapport-building and empathic behavior between airline crew members. Our study has important implications for crew members' dignity and protection from emotional labor while working in high-pressure environments. Our findings can be used to revise the airline industry's crew management guidelines and improve the crew's psychological health and quality of life.
Web of Science Categories Environmental Sciences; Public, Environmental & Occupational Health
Funding National Research Foundation of Korea (NRF) - Korea government (* MSIT) [2018R1A5A7059549]
Language English
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