Although many studies have shown that organizational effectiveness will contribute to customer orientation, there is still lack of guidance about personality factors of employee influence on customer orientation through organizational effectiveness. Despite the rising importance of improving customer orientation and their effects on customer satisfaction, only few research have taken in the frame of airline branch, especially focused on flight attendants and their personality.
The purpose of this study is to investigate relationships of flight attendant's BIG FIVE MODEL on customer orientation through organizatio -nal effectiveness and suggests some strategies for airlines to employ and serve with high quality services. The available 464 data were collected from the total 500 distributed questionnaires on real final analysis. Upon factor analysis, BIG FIVE MODEL 'neuroticism', 'extraversion', 'experience', 'agreeableness', 'conscientiousness' are delineated.
The result of actual analysis are as follows:
First, After analyzing the influence of flight attendant's BIG FIVE MODEL on job satisfaction factor of organizational effectiveness, it has been confirmed that extraversion and agreeableness factors have significant level of (+) influence. Conscientiousness and neuroticism factors have significant level of (-) influence but experience has no influence on job satisfaction.
Second, After analyzing the influence of flight attendant's BIG FIVE MODEL on job organizational commitment factor of organizational effectiveness, it has been confirmed that extraversion, agreeableness, conscientiousness and experience factors have significant level of (+) influence. But neuroticism factor has shown high significant level of (-) influence on organizational commitment.
Third, After analyzing the influence of flight attendant's organizational effectiveness on service sympathy factor of customer orientation, it has been confirmed that all 2 factors have significant level of (+) influence. It shows that if flight attendants feel better job satisfaction and enjoy while completing their job, they can show better service meets on customer demand.
Fourth, Third, After analyzing the influence of flight attendant's organizational effectiveness on service capacity factor of customer orientation, it has been confirmed that organizational commitment factor has significant level of (+) influence but job satisfaction factor has no influence on service capacity.
Finally, it need policy or plan supporting flight attendants to serve more customer oriented service. This study shows that, there are many differences between individual flight attendants we need policy to support their job performance by developing employee's knowledge about customer orientation. Hope this study concluded more managerial implication for human resource managers and future research directions.
This study is to investigate the relationship among cabin crew BIG FIVE MODEL and organizational effectiveness and customer orientation. The management implications of this study are as follows.
First, this study verified and analyzed the effect of BIG FIVE MODEL of airline crew which was not tried to airline cabin crew members on organizational effectiveness and customer orientation. This is a new approach to improve the customer orientation by improving the service quality of the airline. It is a new aspect of the airline's service quality improvement. It can be useful data for reference in education and training. Second, the higher the job satisfaction of the airline cabin crew with high affinity and affinity, the higher the satisfaction of the crew with high affinity and friendliness in the inevitable condition of the emotional and psychological personality part. Therefore, it is recommended that the airline company apply the qualifications required by the airline corporation if it is applied to the recruitment stage by adding the personality items (eg, high values of extroversion and affinity, low nervousness and sincerity) They will be able to be selected and placed in the appropriate positions after hiring.
Third, the effect of organizational effectiveness of airline cabin crew on service empathy was found to be significant both in job satisfaction and organizational commitment. This is because the airline cabin crew is satisfied and pleased with the performance of the service while performing the service, so it can be said that the airline cabin crew feel happy when the customer performs the desired service.
Fourth, as a result of verifying the effect of organizational effectiveness of airline cabin crew on service capacity, only organizational commitment has a significant effect, and job satisfaction has no effect. As a result, the higher the organizational commitment, the higher the service competency, but the job satisfaction did not affect the service competency. This means that the airline cabin crew is satisfied with the service job but is less interested in the service capability that the customer can recognize. In the end, it can be explained that the airline cabin crew is more interested in the customer than the customer, so the service that the customer can recognize is not sufficiently influenced.
As a final implication, the airline industry recognizes that the degree of impact on the service process depends on the job assigned to the airline cabin crew and the personality of the flight crew. Based on the results of this study, It is necessary to utilize personality type D/B for personnel management because it can be important data that can be utilized not only for recruitment but also for future education and personnel placement, relocation, promotion and career management. Through this, it is possible to improve the customer. And the best management efficiency.
Based on the results of this study, the limitations of this study were found. For the better study, limitations of this study and the research subjects are presented as follows
First, research on organizational effectiveness has been studied in a previous study of airline cabin crews. However, studies on the validity of organizational effectiveness and customer orientation after airline cabin crew personality factors have been studied weakly, As there is not enough data to compare the results, there is a limit to generalize the contents of the study.
Second, in this study, cross sectional study was conducted on airline cabin crews working in Korea 's A and K airlines. In order to overcome this point, longitudinal studies to observe the subjects should be concurrently carried out, and the continuity of the data should be maintained by looking for ways to increase the trust of the research.
Third, it is a limitation of survey method which is the measurement tool of this study. This study mainly depended on survey method using questionnaires and did not properly combine quantitative and qualitative methods. In order to compensate for this, it is considered that the actual BIG FIVE MODEL of the airline cabin crew should be combined with the research method that utilizes systematic data to measure the organization -al effectiveness and customer orientation