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Service quality and non-salary mechanism for airline companies in Taiwan

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  • Hu, Jin-Li
  • Ho, Chien-Wei

Abstract

Based on the affective events theory (AET), this study demonstrates how family-supportive organization perceptions (FSOP) and psychological detachment predict strain symptoms (the need for recovery and emotional exhaustion) and how the strain symptoms influence service quality. With data collected by convenience sampling from 206 airline employees, our results show that FSOP negatively influence strain symptoms, while psychological detachment mediates the relation between FSOP and the need for recovery. Although the need for recovery has no significant relation with service quality, emotional exhaustion does have a significantly negative association with service quality. Our contributions are more comprehensive for the literature on human resources, organizational behavior, and airline transportation. Moreover, based on the theory, our research fills the gap between FSOP and service quality by adding the strain symptoms as important mediation variables. The results can also be put to practical use on employment policies, such as retaining excellent employees in an organization and increasing an organization's competition advantages. The results may also apply to human resource management (HRM) and present that improvement in service quality is the most important competitive ability for the airline industry.

Suggested Citation

  • Hu, Jin-Li & Ho, Chien-Wei, 2016. "Service quality and non-salary mechanism for airline companies in Taiwan," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 61-66.
    • Handle: RePEc:eee:jaitra:v:55:y:2016:i:c:p:61-66
    DOI: 10.1016/j.jairtraman.2016.02.016
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    References listed on IDEAS

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    1. Park, Jin-Woo & Robertson, Rodger & Wu, Cheng-Lung, 2004. "The effect of airline service quality on passengers’ behavioural intentions: a Korean case study," Journal of Air Transport Management, Elsevier, vol. 10(6), pages 435-439.
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    Cited by:

    1. Tang, Au Due & Chang, Man-Ling & Wang, Tsu-Hui & Lai, Cheng-Hao, 2020. "How to create genuine happiness for flight attendants: Effects of internal marketing and work-family interface," Journal of Air Transport Management, Elsevier, vol. 87(C).
    2. Ho, Chien-Wei & Wu, Chi-Chuan, 2019. "Using job design to motivate employees to improve high-quality service in the airline industry," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 17-23.

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