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Article

Research Trends in Emotional Labor, Fatigue, and Turnover among Cabin Crew: A Text Mining-Based Review

승무원 감정노동과 피로 및 이직 관련 연구동향 리뷰: 텍스트마이닝 접근

Heerim Nam1*
남 희림1*
1Professor, Airline Service Department, Bucheon University
1부천대학교 항공서비스과 교수
*Corresponding Author
30 June 2026. pp. 70-82
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Abstract

This study examines research trends and thematic structures related to emotional labor, fatigue, sleep, burnout, mental health, and turnover among airline cabin crew. A total of 1,000 records were retrieved from the Web of Science Core Collection and analyzed through a staged screening process based on titles and abstracts. First, 404 studies directly addressing the occupational context of cabin crew were identified. Second, a core set of 90 studies was constructed using operational keyword groups related to emotional labor, fatigue and sleep, burnout and mental health, and turnover and job attitudes. The analysis included annual trend analysis, term-frequency analysis, word cloud visualization, co-occurrence network analysis, community detection, temporal keyword tracking, and a timeline of key studies published from 2021 to 2025. The results show that cabin crew research has developed around two major thematic axes: fatigue–sleep–risk and work–job–emotional–satisfaction. Studies published from 2021 to 2023 mainly focused on fatigue, sleep, health, and safety, whereas those after 2024 increasingly addressed emotional labor, job attitudes, burnout, and turnover. In 2025, these two axes appeared to converge again. This study suggests that cabin crew emotional labor should be understood not only as a service interaction issue but also as a multidimensional occupational phenomenon linked to fatigue management, safety, organizational psychology, and workforce retention.

Keywords
Cabin Crew
Emotional Labor
Research Trends
Text Mining

본 연구는 항공 객실승무원 직무 맥락에서 감정노동, 피로, 수면, 소진, 정신건강, 이직 관련 연구가 어떠한 구조와 흐름으로 축적되어 왔는지를 분석하였다. 이를 위해 Web of Science Core Collection에서 수집한 객실승무원 관련 문헌 1,000편을 대상으로 제목과 초록 기반의 단계적 스크리닝을 수행하였다. 1차로 객실승무원 직무를 직접 다룬 문헌 404편을 식별하였고, 2차로 감정노동, 피로·수면, 소진·정신건강, 이직·직무태도 관련 핵심 용어를 포함한 코어 세트 90편을 구성하였다. 분석은 연도별 추세, 용어 빈도, 워드클라우드, 동시출현 네트워크, 클러스터, 핵심 개념어 시계열, 2021–2025년 핵심 논문 타임라인을 중심으로 수행하였다. 분석 결과, 최근 객실승무원 연구는 fatigue–sleep–risk 축과 work–job–emotional–satisfaction 축을 중심으로 전개되었다. 2021–2023년에는 피로·수면·건강·안전 연구가 우세하였고, 2024년 이후에는 감정노동·직무태도·이직 연구가 강화되었으며, 2025년에는 두 연구축이 다시 결합되는 양상이 확인되었다. 본 연구는 객실승무원 감정노동을 서비스 상호작용 차원을 넘어 피로관리, 안전관리, 조직심리, 인력유지와 통합적으로 이해해야 함을 제시한다.

키워드
승무원
감정노동
연구동향
텍스트마이닝
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Information
  • Publisher :The Korean Society of Airport
  • Publisher(Ko) :한국공항학회
  • Journal Title :Journal of the Korean Society of Airport
  • Journal Title(Ko) :한국공항학회지
  • Volume : 2
  • No :1
  • Pages :70-82
  • Received Date : 2026-06-08
  • Revised Date : 2026-06-15
  • Accepted Date : 2026-06-26
  • DOI :https://doi.org/10.23379/jkosap.2.1.70
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