항공사 승무원의 상사신뢰가 서비스혁신행동에 미치는 영향: 직원몰입의 매개효과와 피드백추구행동의 조절효과

초록

Due to the spread of COVID-19, the airline industry has been facing a business crisis that emphasizes the need to find new strategies to enhance internal capabilities including cabin service. This study empirically tested the relationship between trust in leaders, service innovation behavior, employee engagement, and feedback-seeking behavior. Data were collected from 305 cabin crew personnel of an airline in Korea. These findings reveal that trust in leaders had a significant positive effect on service innovation behavior, and employee engagement mediated this relationship. Moreover, feedback-seeking behavior had a positive moderating effect, meaning that feedback-seeking behavior promoted the effect of engagement in the relationship between trust in supervisors and the service innovation behavior of individuals. Based on these results, airline companies should consider strategies to innovate during the pandemic situation by improving trust between leaders and crew members and address crew members’ feedback-seeking behavior to strengthen the airlines’ internal capabilities.

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