항공사 객실승무원의 개인적 요인, 지식공유, 서비스혁신행동의 구조적 관계

The study investigated the impact of Personnel factors, which are self efficacy, creativity, and enjoyment on knowledge sharing in the airlines. It also investigated the effect of knowledge sharing on service innovative behaviors. This study conducted questionnaire survey of cabin crew members of A Airline. Totally 300 copies of questionnaires were distributed and 265 copies were collected. Excluding copies with insincere responses, 248 copies were used for the statistical analysis. The results found from the empirical analysis can be summarized as follows. First, among Personnel factors, self efficacy, creativity did not show to have a significant positive impact on knowledge sharing. Second, among Personnel factors, enjoyment was positively related to the knowledge sharing. Lastly knowledge sharing showed to have significant positive impact on service innovative behaviors. Based on these results, some theoretical and practical implications were suggested.