항공사 승무원의 인사평가 정확성 및 유용성 인식이 평가 공정성과 서비스 성과에 미치는 영향 - 부스트래핑을 활용한 다중매개모형 검증 -

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Recently domestic companies pay more attention to operate personnel management system in order to differentiate the performance of members and improve motivation through accurate and fair evaluation. In particular, business competition can be secured by utilizing human resources effectively with active utilization of personnel evaluation in Airline industry as representative service industry. As a result, a large number of studies on fairness regarding performance evaluation and the outcomes have been conducted. Nevertheless, the study on evaluation utility and evaluation accuracy as precedence factors of evaluation fairness is still insufficient in Korea. In this context, drawing on fairness heuristic theory, the purpose of this study is to examine the effects of evaluation utility and evaluation accuracy as precedence factors of evaluation fairness recognition. Moreover, this study aims to explore how two evaluation fairness - distributive justice and procedural justice - recognitions ultimately influence service performance of Airline cabin crew. In order to verify predictions, this study conducted the survey of 300 cabin crews in A Airlines and 204 copies were being actually used for final analyses. The empirical findings showed that evaluation accuracy was not statistically significant in the perceptions of procedural justice and distributive justice. On the contrary, evaluation utility significantly contributed to the increases of employees' distributive and procedural justice perceptions. With bootstrapping, both perceptions of employees' justice had full-mediating effects in the relationship between evaluation utility and service performance. Findings were discussed along with managerial and theoretical implications and recommendations for future research and applications.