Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants

This study aims to validate the mediating process of “psychological capital-work engagement-service behavior”, and examines the moderated mediating effect of service climate. By questionnaire survey, this study investigated 375 flight attendants of China Airlines based in Taiwan, and validated the hypotheses through hierarchical regression analysis. The results showed that flight attendants with high psychological capital tend to show more work engagement and better service behavior. Moreover, work engagement is the mediator between psychological capital and service behavior. According to the moderated mediating result, the impact of service climate in the mediating process is originated from the positive relationship of service climate with work engagement and service behavior. In other words, the mediating the effect of work engagement changes with service climate. Finally, based on the research findings, this study proposes managerial implications as reference for internal marketing of airlines.

• Record URL:
  https://doi.org/10.1016/j.jairtraman.2017.11.009
• Record URL:
  http://www.sciencedirect.com/science/article/pii/S0969699716305282
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
• Supplemental Notes:
  • Abstract reprinted with permission of Elsevier.
• Authors:
  • Cheng, Tien-Ming
  • Hong, Ci-Yao
  • Yang, Bo-Cheng
• Publication Date: 2018-3

Language

• English

Media Info

• Media Type: Digital/other
• Features: Appendices; Figures; References; Tables;
• Pagination: pp 94-102
• Serial:
  • Journal of Air Transport Management
  • Volume: 67
  • Publisher: Elsevier
  • ISSN: 0969-6997
  • Serial URL: http://www.sciencedirect.com/science/journal/09696997

Subject/Index Terms

• TRT Terms: Employees; Flight attendants; Quality of service
• Identifier Terms: China Airlines
• Geographic Terms: Taiwan
• Subject Areas: Administration and Management; Aviation;

Filing Info

• Accession Number: 01668863
• Record Type: Publication
• Files: TRIS
• Created Date: May 10 2018 9:21AM