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Antecedents and outcomes of flight attendants’ job satisfaction

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  • Ng, Siew Imm
  • Sambasivan, Murali
  • Zubaidah, Siti

Abstract

This paper develops and tests a comprehensive model for job satisfaction amongst flight attendants with antecedents and outcomes that are germane in the context of airlines. The antecedents are: jetlag, role overload, emotional exhaustion, personal accomplishment, and depersonalization, and the outcomes are; job performance and service recovery performance. A framework was tested using structural equation modelling. A survey was conducted of flight attendants working in Malaysia found exhaustion and personal accomplishment have a direct effect on job satisfaction; emotional exhaustion and personal accomplishment affect the level of depersonalization; and role overload has a positive relationship.

Suggested Citation

  • Ng, Siew Imm & Sambasivan, Murali & Zubaidah, Siti, 2011. "Antecedents and outcomes of flight attendants’ job satisfaction," Journal of Air Transport Management, Elsevier, vol. 17(5), pages 309-313.
    • Handle: RePEc:eee:jaitra:v:17:y:2011:i:5:p:309-313
    DOI: 10.1016/j.jairtraman.2011.03.007
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    1. Yen, Jin-Ru & Hsu, Chiung-Chi & Yang, Hsuan & Ho, Hero, 2009. "An investigation of fatigue issues on different flight operations," Journal of Air Transport Management, Elsevier, vol. 15(5), pages 236-240.
    2. Kohl, Niklas & Larsen, Allan & Larsen, Jesper & Ross, Alex & Tiourine, Sergey, 2007. "Airline disruption management—Perspectives, experiences and outlook," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 149-162.
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    Cited by:

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    2. Bednarska Marlena A., 2017. "Does the Effect of Person-Environment Fit on Work Attitudes Vary with Generations? Insights from the Tourism Industry," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 53(1), pages 65-83, March.
    3. Mustafa Kemal Yilmaz & Gozde Erbudak & Sema Gunduz, 2022. "An exploration of the causes and effects of flight attendant fatigue in Turkish aviation," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(5), pages 01-17, July.
    4. Lee, Choong-Ki & Jung, Eun-Kyo & Kang, Sung-Eun & Petrick, James F. & Park, Yae-Na, 2022. "Impact of perception of COVID-19 on NPI, job satisfaction, and customer orientation: Highlighting three types of NPIs for the airline industry," Journal of Air Transport Management, Elsevier, vol. 100(C).
    5. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
    6. Tsaur, Sheng-Hshiung & Hsu, Fu-Sung & Kung, Li-Hua, 2020. "Hassles of cabin crew: An exploratory study," Journal of Air Transport Management, Elsevier, vol. 85(C).
    7. Jenatabadi, Hashem Salarzadeh & Ismail, Noor Azina, 2014. "Application of structural equation modelling for estimating airline performance," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 25-33.
    8. Engin Ari & Osman M. Karatepe & Hamed Rezapouraghdam & Turgay Avci, 2020. "A Conceptual Model for Green Human Resource Management: Indicators, Differential Pathways, and Multiple Pro-Environmental Outcomes," Sustainability, MDPI, vol. 12(17), pages 1-18, August.
    9. Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
    10. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
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    12. Vatankhah, Sanaz & Darvishi, Maryam, 2018. "An empirical investigation of antecedent and consequences of internal brand equity: Evidence from the airline industry," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 49-58.

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