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스트레스硏究 : 第 15 卷第 3 號 2007 원저 항공사객실승무원의감정노동과정서안정성이심리적소진에미치는영향 * 인하대학교경영대학, 서울대학교간호대학 이지민 * ㆍ이지영 A Study on Flight Attendants' Emotional Labor and Emotional Stability on Their Psychological Burnout Chi

1 스트레스硏究 : 第 15 卷第 3 號 2007 원저 항공사객실승무원의감정노동과정서안정성이심리적소진에미치는영향 * 인하대학교경영대학, 서울대학교간호대학 이지민 * ㆍ이지영 A Study on Flight Attendants' Emotional Labor and Emotional Stability on Their Psychological Burnout Chi Min Lee* and Jee Young Lee *College of Business Administration, Inha University, College of Nursing, Seoul National University To determine the effects of flight attendants emotional labor and emotional stability on their psychological burnout, we sampled 255 flight attendants for a questionnaire survey. The results of this study can be summarized as follows. First, as a result of analyzing each scale depending on flight attendants demographic variables, it was found that their psychological burnout differed significantly depending on such demographic variables as sex, age, career length, working position and monthly working time. Their emotional labor differed significantly depending on their sex, career length and age. And their emotional stability differed significantly depending on their age, working position, career length and monthly working time. Second, emotional stability was negatively correlated with psychological burnout, and such sub-variables of psychological burnout as emotional exhaustion, impersonalization and lack of accomplishment were negatively correlated with emotional stability. Third, a sub-variable of psychological burnout as emotional exhaustion was correlated positively with emotional labor. Fourth, the variable affecting psychological burnout most was found emotional stability, followed by monthly working time and age. In conclusion, for increasing the productivity of airline industry some considerations must be given to airline employee's physical and psychological well-beings, and lastly the implications for the future research of burnout antecedents in airline were also discussed. (Korean J Str Res 2007;15: ) Key Words: Emotional labor, Emotional stability, Psychological burnout, Flight attendants 서 점차다양하고복잡해지고있는현대산업구조의특징 책임저자 : 이지민, 인천시남구용현동 253 번지 , 인하대학교경영대학 412 호 Tel: , jiminlee@hanmail.net 접수 : 2007 년 3 월 31 일, 게재승인 : 2007 년 7 월 15 일 론 중의하나는전체산업중 3차산업이차지하는비율이증가한다는것이며, 서비스산업으로대표되는 3차산업의비율이증가함에따라기업간의경쟁은더욱치열해지기시작하였다 (Kim et al., 2002). 여기에대부분의기업들은 고객감동 만이기업의경쟁우위를점하는조건으로보고있으며, 고객과직접대면하는직원이나서비스관련종사자들의태도와이미지, 친절도등이생산성향상에매우중요한요소임을인식하게되었고, 이를서비스관련직원에 149

2 스트레스硏究 : 제 15 권제 3 호 2007 게보다적극적으로요구하게되었다. 서비스산업의특성은다른산업과는달리고객이서비스제공자와서비스생산과정에공동으로참여하는프로슈머 (prosumer) 가되는것인데 (Fitzsimmons, 2004), 이로인해최종적으로생산되는서비스의품질은고객과서비스제공자가서비스과정에서어떠한상호관계를맺는가에따라결정되게된다. 이처럼서비스산업전반에서고객의참여부분이커지고그들의욕구반영이우선시되는현실에서서비스제공자들은고객이기업에우호적인감정을갖게하도록상호관계를관리하고, 조직의기대규범을수용하고대응하면서많은감정노동을수행하게되었고, 이러한서비스제공자들의감정노동은기업경영은물론, 보건의료및정신건강측면에서매우중요한이슈로대두되게되었다. 감정노동 (emotional labor) 은 Hochschild(1983) 에의해처음도입된개념으로서비스노동 (service work) 에종사하는사람들은육체노동과정신노동이외에도그것들과차별화될수있는또하나의노동즉, 해당직무를수행하는과정에서의도적으로사회적으로바람직한감정을표현하려고노력하는감정노동을한다고보았다. 서비스제공자가의도적인감정노동을수행한다면효과적인감정관리로원만한대인관계와과업의효과를달성하는순기능적인측면도있는반면, 자신이경험하는정서와표현하는정서간의불일치로직무스트레스, 자존감저하, 우울, 냉소주의, 심리적소진등의역기능적부적응양상을야기할수도있게된다. 감정노동의역기능중하나인스트레스로인한심리적소진 (burnout) 은스트레스관련문헌에서 1970 년중반부터소개된것으로서 (Maslach, 1982), 피할수없는압력에처하게되고, 동시에이용할만한만족원을찾을수없을때개인이경험하게되는탈진의형태를의미하는것이다 (Lee, 1989). 서비스제공자들의감정노동에관한국내연구들은 1990년중반부터시작되었으나, 아직미진한단계이며, 항공산업의서비스분야중인적서비스의의존성이가장높은항공사객실승무원에관한연구에서도감정노동과몇몇심리적, 사회적변인과의상관성연구에그치고있어앞으로보다체계적이고실증적인연구들이축적되어야한다고본다. 한편, 정서안정성 (emotion stability) 이란개인이여러다양한상황에서도정서적으로항상성 (homeostasis) 을유지하는것을말하는것으로스트레스와적응에관한여러선행연 구 (Seo, 2002; Kang, 2003; Kim, 2003; Park, 2005) 결과에서정서안정성, 또는정서조절능력이인간의부정적인심리현상을낮게지각하여, 스트레스상황에보다잘적응하는데영향을미치는것으로나타나고있어정서안정성이감정노동에따른스트레스로부터심리적소진을줄이는데기여할수있을것으로예측할수있다. 따라서본연구는서비스산업에있어대표적인서비스제공자라할수있는항공사객실승무원을연구대상으로하여그들의감정노동지각수준과정서안정성이심리적소진에미치는영향에대해탐구해봄으로써항공사객실승무원들에대한심리사회적이해를넓히고, 나아가심리적소진에관한정신건강측면의중재방안과인사경영관리측면의제안점을모색하는데기초자료를제공하고자한다. 재료및방법 1. 연구설계본연구는항공사객실승무원의감정노동지각수준과정서안정성이심리적소진에어떠한영향을미치는가를알아보기위한서술적조사연구이다. 2. 연구대상 2006년 10월 15일부터 11월 10일까지국적항공사인 K 항공사의남, 여객실승무원 300명을대상으로연구참여에동의를구한후수행되었으며, 배부된설문지총 300부가운데 260부가회수되었고, 설문에불성실하게응답한자료 5부를제외한 255명의자료를분석에활용하였다. 3. 연구도구 1) 심리적소진척도 : Maslach와 Jackson(1981) 이개발한심리적소진척도 (MBI) 를 Kwon(2002) 이항공승무원을대상으로사용한바있는측정도구를사용하였다. 심리적소진척도는정서적고갈 9문항, 비인간화 5문항, 개인적성취감결여 8문항의총 22문항으로구성된 5점척도로서점수가높을수록소진정도가높음을나타낸다. 본연구에서사용한심리적소진척도의신뢰도는 Cronbach's α=.82로나타났다. 2) 감정노동지각척도 : Morris와 Feldman(1996) 이개발한감정노동지각척도를 Ahn(2003) 이요인분석하여 23문항으로수정한것을 Min(2005) 이항공사객실승무원의직무특 150

3 이지민ㆍ이지영 : 항공사객실승무원의감정노동과정서안정성이심리적소진에미치는영향 성에맞게 15문항으로재구성한도구를사용하였다. 총 15 문항으로구성된 5점척도로서점수가높을수록감정노동지각정도가높음을나타낸다. 본연구에서사용한감정노동지각척도의신뢰도는 Cronbach's α=.81로나타났다. 3) 정서안정성척도 : 미국의 CFSE 검사 (Culture-Free Self- Esteem Inventory: 문화영향이없는자존감척도 ) 와독일의 FSKN 검사 (Die Frankfurter Selbstkonzeptskalen: 프랑크푸르트자기개념검사 ) 를토대로한국실정에맞게 Kim(1999a) 이개발한자기개념검사의하위요인인정서안정성 (emotional stability) 검사도구를사용하였다. 총 16문항으로구성된 6 점척도로서점수가높을수록정서안정성이높음을나타낸다. 본연구에서사용한정서안정성척도의신뢰도는 Cronbach's α=.88로나타났다. 4. 자료수집및분석수집한자료는 SPSS 12.0 K를사용하여일반적특성에따른심리적소진, 감정노동지각수준, 정서안정성을알아보기위해 t-test, ANOVA로분석하였고, 사후검증은 Scheffe test로확인하였다. 각변인간의상관관계를파악하기위해 Pearson's correlation coefficient를이용하였으며, 감정노동지각수준과정서안정성이심리적소진에미치는영향력을알아보기위해 stepwise multiple regression analysis를실시하였다. 결과 1. 대상자의일반적특성본연구에참여한항공사객실승무원의일반적특성을분석한결과가 Table 1에제시되어있다. 여성이 240명 (94.1%) 으로남성 15명 (5.9%) 보다많았고, 26세 30세에해당하는연령층이 125명 (49%) 으로가장많았으며, 미혼이 174명 (68.2%) 으로기혼 81명 (31.8%) 보다많았다. 또한, 근무연한은 5년이상 10년미만의경우가 112명 (43.9%) 으로가장많았고, 최근 1개월근무시간은 90시간대가 184명 (72.2%) 으로가장많았으며, 근무역할은일반석과상위석근무가각각 119명 (46.7%), 120명 (47.1%) 으로거의비슷한수준으로나타났다. Table 1. General characteristics of subjects. Characteristics Category Number (%) Sex Male 15 (5.9) Female 240 (94.1) 20~25 51 (20.0) Age (yrs) 26~ (49.0) 31~35 50 (19.6) >36 29 (11.4) Marital status Unmarried 174 (68.2) Married 81 (31.8) <2 43 (16.9) Working duration (yrs) 2~5 51 (20.0) 5~ (43.9) >10 49 (19.2) Economy class 119 (46.7) Working position First or PR class 120 (47.1) DP (cabin manager) 16 (6.2) <80 5 (2.0) Working time (hrs) 80~89 43 (16.9) 90~ (72.2) > (9.0) n= 일반적특성에따른심리적소진, 감정노동, 정서안정성 항공사객실승무원의심리적소진이일반적특성에따라차이가있는지를 Table 2에서살펴본결과, 여성이남성에비해심리적소진이유의하게높았고 (t= 3.42, p<.01), 연령 (F=4.53, p<.01), 근무연한 (F=2.90, p<.05), 근무역할 (F=6.22, p<.01), 최근 1개월근무시간 (F=2.85, p<.05) 에따라유의미한차이가있는것으로나타났다. 집단간비교를위한사후검증결과에서는연령이 세인집단이 36세이상집단보다, 그리고, 근무역할에있어상위석근무자가총책임자보다심리적소진정도가통계적으로유의하게 (p<.05) 높은것으로나타났다. 감정노동이일반적특성에따라차이가있는지를 Table 2에서살펴본결과, 여성이남성에비해감정노동지각수준이유의하게높았고 (t=-2.32, p<.05), 연령 (F=2.87, p <.05), 근무연한 (F=4.63, p<.01) 에따라유의미한차이가있는것으로나타났다. 집단간비교를위한사후검증결과에서는근무연한이 2년미만인집단이 2 5년인집단에비해감정노동지각수준이통계적으로유의하게 (p<.05) 높은것으로나타났다. 정서안정성이일반적특성에따라차이가있는지를 Table 2에서살펴본결과, 연령 (F=4.72, p<.01), 근무연한 151

4 스트레스硏究 : 제 15 권제 3 호 2007 Table 2. Differential tests of psychological burnout, emotional labor and emotional stability according to general characteristics. Characteristics Burnout Emotional labor Emotional stability M (SD) t or F M (SD) t or F M (SD) t or F Sex Male (0.06) (4.16) (15.24) 3.42 b 2.32 a Female (9.06) (6.60) (12.15) ~ (9.83) (6.22) (10.89) Age (yrs) 26~ (8.47) (6.75) (12.26) 4.53 b 2.87 a 31~ (7.91) (6.22) (11.87) 4.72 b > (12.11) (6.07) (13.74) Marital status Unmarried (9.20) (6.47) (11.80) Married (9.61) (6.60) (13.42) 1.53 < (11.22) (6.32) (10.95) Working duration (yrs) 2~ (6.99) (6.88) (10.20) 2.90 a 4.63 b 5~ (8.86) (6.12) (12.73) 5.63 b > (10.06) (6.63) (13.05) Economy class (9.58) (6.34) (11.23) Working position First/PR class (8.04) 6.22 b (6.69) (13.06) 4.41 a DP (cabin manager) (13.36) (7.05) (12.37) < (8.35) (4.22) (13.85) Working time (hrs) (7.80) (6.37) (9.84) 2.85 a (9.53) (6.76) (12.43) 3.24 a > (9.18) (5.76) (13.94) a p<.05, b p<.01, n=255. Table 3. Correlations between burnout, emotional labor and emotional stability. Variables Burnout total Emotional exhaustion Impersonalization Lack of accomplishment Emotional labor a Emotional stability.39 b.37 b.24 b.15 a a p<.05, b p<.01. (F=5.63, p<.01), 근무역할 (F=4.41, p<.05), 최근 1개월근무시간 (F=3.24, p<.05) 에따라유의미한차이가있는것으로나타났다. 집단간비교를위한사후검증결과에서는연령이 31 35세인집단이 20 25세인집단과 36세이상집단에비해, 그리고, 근무연한이 5 10년인집단이 2년미만과 2 5년인집단에비해정서안정성이통계적으로유의하게 (p<.05) 낮은것으로나타났다. 3. 심리적소진, 감정노동, 정서안정성간의상관분석항공사객실승무원의심리적소진, 감정노동, 정서안정성간의상관분석결과를 Table 3에서살펴보면, 심리적소진과정서안정성간에는심리적소진의총점 (r=.39, p<.01) 과하위척도인정서고갈 (r=.37, p<.01), 비인간화 (r=.24, p<.01), 성취감결여 (r=.15, p<.05) 모두에서통계적으로유의한부적상관을보였다. 한편, 심리적소진과감정노동간에는심리적소진의하위척도인정서고갈 (r=.13, p<.05) 에서만정적상관을보이는것으로나타났다. 4. 심리적소진에미치는감정노동과정서안정성의영향력항공사객실승무원의심리적소진에대한감정노동과정서안정성, 그리고일반적특성의영향력을파악하기위해심리적소진을준거변수로하고, 성별, 연령, 결혼여부의일반적특성과근무연한, 근무역할, 최근 1개월근무시간의직업적특성, 감정노동지각수준과정서안정성을예측변수로하여위계적다중회귀분석을실시한결과는 Table 4와같다. 152

5 이지민ㆍ이지영 : 항공사객실승무원의감정노동과정서안정성이심리적소진에미치는영향 Table 4. Predictor on Psychological burnout of the flight attendants. Model test Adjusted R² Variables β t p F p Emotional stability Working time Age 자료는 Table 3에서나타났듯이연구변수들간의가장높은상관계수가 r=.39 ( 심리적소진총점과정서안정성 ) 로다중공선성이문제되지않는수준이었고, 회귀모델에서의공차한계도충분히높게나타나다중공선성의문제가없음이확인되었다. 분석결과항공사객실승무원의심리적소진을설명하는데있어유의한변수는정서안정성 (β=.39, t= 6.86, p<.001), 최근 1개월근무시간 (β=.17, t=2.97, p<.01), 그리고연령 (β=.14, t= 2.46, p<.05) 이었으며, 심리적소진에대한이변수들의설명력은 20% 이었으며, 통계적으로유의하였다 (F=20.05, p<.001). 고찰본연구에서는항공사객실승무원의감정노동지각수준과정서안정성이심리적소진에어떠한영향을미치는가를알아보았다. 항공사객실승무원들의일반적특성에따른결과분석에서여승무원이남승무원보다심리적소진정도가유의미하게높고, 26 30세집단이심리적소진이가장높으며, 36 세이상집단에서심리적소진이가장낮은것으로나타났는데, 이는 Kwon(2002) 의결과와일치하는것으로본연구에서의대상자비율과전체적채용구조에서남성이상대적으로매우낮고, 남, 여승무원간의업무특성의차이에서기인한결과로사료된다. 또한, 새로운근무환경에적응하는기간인 20 25세집단보다도오히려 2 5년을근무한후인 26 30세집단의심리적소진이더높게나타남으로써신입사원의적응문제못지않게근무 2 5년차에있는승무원들의심리적소진에도관심을기울여야함을시사하는것으로생각된다. 감정노동은여승무원이남승무원에비해감정노동지각수준이유의미하게높고, 2년미만의근무경력자가가장높은감정노동지각수준을보였는데, 이는성별에따른감정노동지각수준의차이가없고, 5년미만근무경력자가가장높은감정노동지각수준을보였다고보고한 Min (2005) 의연구결과와는부분적으로다른결과를보였다. 이는본연구와근무경력분류기준이다르기때문이며, 2년미만의근무경력자는실제적인고객서비스업무를처음경험하면서적응해가는과정이므로해당직무를수행하는과정에서업무상바람직한감정을표현하려고노력하는감정노동을더높게지각하는것으로해석할수있다. 정서안정성은 31 35세집단과 5 10년근무경력자가가장낮았는데, 이는이시기가항공사객실승무원으로서의직무수행을계속해갈것인지를신중히고려해보는시기이며, 결혼과육아등주변환경의변화와외부자극에의해쉽게영향을받기쉬움으로인한것으로사료된다. 또한, 항공사객실승무원의심리적소진에미치는영향에관한분석결과에서심리적소진에영향을줄것으로예측되었던감정노동지각수준은통계적으로유의한영향을나타내지않았는데, 이는동일한선행연구가없어논의에한계가있으나, 연구에참여하였던객실승무원들이자신의감정노동을직업적인특성으로인식하여비교적잘수용하고있는것으로볼수있으며, 평소의직무교육훈련을통해감정노동에대한대처가비교적잘이루어지고있음으로인한것으로사료되나, 감정노동지각수준이심리적소진의하위척도인정서고갈과는정적상관이있는것으로나타난점은 Kim(1999b), Park(2002), Baeck(2003) 의연구에서각각다른서비스직종종사자들의감정노동이심리적소진과정적상관이있음을보고한결과와일치하는것으로추후연구대상을확대하고, 감정노동척도를보완하여반복연구를해볼필요가있다고본다. 또한, 정서안정성과심리적소진과의관계를직접탐색한선행연구를찾을수없어비교논의가어려우나, 본연구결과에서항공사객실승무원의정서안정성은심리적소진의하위척도인정서고갈, 비인간화, 성취감결여와심리적소진총점모두에부적상관이있는것으로나타난점과이들의심리적소진을설명하는데가장유의한변수가정서안정성으로나타난점은추후항공사객실승무원의심리적소진을중재하기위해정서안정성이반드시제고 153

6 스트레스硏究 : 제 15 권제 3 호 2007 되어야하는요소임을시사하는것으로판단된다. 본연구의결과를토대로항공사객실승무원의심리적소진을감소시키기위한몇가지제언을하면다음과같다. 첫째, 연령과근무경력에따라요구되는적절한맞춤형의정신건강프로그램도입이필요하다. 항공사객실승무원의업무특성상감정노동을전혀지각하지않을수는없는현실이며, 객실승무원의직업적자부심과도직결되므로가장높은감정노동지각을경험하는집단인 2년미만의업무적응기에있는승무원들에게는고객과의면대면서비스에서자신의감정노동을적절히관리하는방법에대한교육과대인관계훈련이필요하며, 26 30세, 2 5년근무경력자들에게는상대적으로높은심리적소진을효율적으로중재하기위해주기적인스트레스관리프로그램을운영하는것이필요하다. 또한, 정서안정성이가장낮은 31 35세, 5 10년근무경력자들에게는주변환경적요소들을잘통제하고, 자신의정서안정성을도모하는데효율적인자기효능감훈련과사회적지지강화를위한동료들간의네트워크구축이도움이될것이다. 둘째, 직급별로수행되는보수교육프로그램에위기관리능력을높일수있는교육이나전문직으로서의정체성교육을강화할필요가있다. 항공사객실승무원의업무특성상스트레스와심리적소진을겪지않을수는없으므로스트레스상황하에서도소진을낮추기위해서는전문직으로서의정체성확립과위기대처능력이필요하기때문이다. 셋째, 항공사객실승무원의심리적소진은개인의정신건강위협은물론, 결국서비스의품질저하와기업의경영에도부정적인영향을주게된다. 본연구결과에서심리적소진에가장영향력있는변수로나타난정서안정성은개인의정서적항상성을말하는심리내적인특성이므로항공사가신입사원채용시실시하는직무적성능력검사에정서안정성항목을추가하여직원선발에참고해볼것을제안한다. 참고문헌 Ahn JS (2003) The service interaction style and emotional labor dimensions. Master's Dissertation, Kyoungi University. Baeck SH (2003) A study on emotional labor, burnout and job satisfaction among beauty shop workers. Master's Dissertation, Inje University. Cho EY, Lee YW, Kim HS (2002) Relationships among job stress, health beliefs and health behaviors of aircrews. The J of Korean Acad of Adult Nursing 4: Choi E (2004) A study on the job stress factors to job satisfaction of cabin crew-witha focus on 'A' airline. Master's Dissertation, Kyung Hee University. Choi YH (2005) A study on the work stress of air crews employed by the air carriers. Master's Dissertation, Kyonggi University. Hochschild AR (1983) The managed heart: commercialization of human feeling, Berkeley University of California. Hong MY (2002) A study on the relationship between flight attendant's job stressors and organizational commitment. Master's Dissertation, Sejong University. Fitzsimmons JA, Fitzsimmons MJ (2004) Service management operations, strategy, information technology. 4th ed. Mc Graw Hill/ Irwin Press. Kang JH (2003) The relation between children's emotion regulation, aggression and school adjustment as a function of child sex. Master's Dissertation, Ewha Womans University. Kim JK (1999) Sungshin self concept inventory. Korean guidance. Seoul. Kim OJ (1999) The influence of emotional dissonance on job satisfaction or burnout. Master's Dissertation, Seogang University. Kim SP, Yoon SJ (2002) Commercialization of human felling and beyond. Yonsei Business Review 2: Kim SY, Chang SJ, Kim HR, Roh JH (2002) A study on the relationship between emotional labor and depressive symptoms among Korean industrial service empolyees. Korean J Occup Environ Med 14: Kim SY (2003) The study of the correlation among the married couple's marital adjustment, a trait of character, and communication. Master's Dissertation, Sungshin Women's University. Kwon SL (2002) The effect of social support and self-efficacy on flight attendants' burnout in korea. Master's Dissertation, Ewha Womans University. Lee JM (1989). The causes, results and management of job stress. Sungwha Publication Co. Seoul. Maslach C (1982) Understanding Burnout. In W. S. Paine (Ed) Job stress and burnout. Sage Publications. Maslach C, Jackson SE (1981) Maslach Burnout Inventory Research Edition, Consulting Psychologists Press. Min YH (2005) A study on flight attendant' emotional labor and psychological hardiness on their job satisfaction. Master's Dissertation, Yonsei University. Moon JH, Hong MY, Kim HY, Jun JG (2004) A study on the relationship between flight attendant's job stress factors, social support and organizational commitment. The J of Korean Acad Soc of Hosp Admin 4: Morris JA, Feldman DC (1996) The dimension, antecedents, and consequences of emotional labor. Acad Manag Rev 21:

7 이지민ㆍ이지영 : 항공사객실승무원의감정노동과정서안정성이심리적소진에미치는영향 Park HJ (2002) A study on the influence of the emotional labor on the employee burnout in the hotel industry. Master's Dissertation, Kyoungi University. Park JH (2005) The relationship between parents reactions to children's negative emotions and children's social adjustment. Master's Dissertation, Sookmyoung Womans University. Seo DS (2002) The relationship of emotional intelligence, self-concept and school-related adjustment. Master's Dissertation, Hongik University. Yang JM, No JO, Woo KJ (2004) A study on the flight stress and food intakes of the airline cabin crews. The J of East Asian Soc of Dietary Life 2: Yang HO, Kim SH (2003) A study on how leadership style affects the national carrier flight attendants' satisfaction and job performance. The J of Korean Acad Soc of Culture & Tourism 1: Yoon SJ, Kim SP, Kim EM (2000) Emotional labor: a qualitative study of organizational norms. The J of Korean Assoc of Labor Stud 1:

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:,,.,. 456, 253 ( 89, 164 ), 203 ( 44, 159 ). Cronbach α=.83.91.,.,,..,,,.,. :,, (402-751) 253 E-mail : yspark@inha.ac.kr ..,.,.,. Bandura(1997),.,,,,., (,,, 2009), (,,,, 2014).?.,,,.. Bandura (1995) (Resiliency