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Relationships among service climate, psychological contract, work engagement and service performance

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  • Yeh, Ching-Wen

Abstract

The paper identifies relationships between cabin service directors and flight attendants and service climate, psychological contracts, work engagement, service performance and cue perception ability. We find that relational psychological contracts have a positive influence on work engagement; transactional psychological contracts have a negative influence on work engagement; work engagement has a positive influence on service performance; work engagement mediates the relationship between relational psychological contracts and service performance; service climate has a positive influence on service performance; and cue perception ability moderates the relationship between work engagement and service performance.

Suggested Citation

  • Yeh, Ching-Wen, 2012. "Relationships among service climate, psychological contract, work engagement and service performance," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 67-70.
    • Handle: RePEc:eee:jaitra:v:25:y:2012:i:c:p:67-70
    DOI: 10.1016/j.jairtraman.2012.08.011
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    Citations

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    Cited by:

    1. Cheng, Tien-Ming & Hong, Ci-Yao & Yang, Bo-Cheng, 2018. "Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 94-102.
    2. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
    3. Öge, Ercan & Çetin, Mehmet & Top, Seyfi, 2018. "The effects of paternalistic leadership on workplace loneliness, work family conflict and work engagement among air traffic controllers in Turkey," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 25-35.
    4. Ku, Edward C.S. & Chen, Fei-Hung & Wei, Kirsten, 2014. "Transition process activities and team efficacy of flight attendants," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 119-125.
    5. Zhang, Yucheng & Guo, Yongxing & Newman, Alexander, 2017. "Identity judgements, work engagement and organizational citizenship behavior: The mediating effects based on group engagement model," Tourism Management, Elsevier, vol. 61(C), pages 190-197.
    6. 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.
    7. Chen, Ching-Fu & Kao, Ya-Ling, 2014. "Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants," Tourism Management, Elsevier, vol. 44(C), pages 58-66.
    8. Huseyin Arasli & Hasan Evrim Arici & Ezel Kole, 2020. "Constructive Leadership and Employee Innovative Behaviors: A Serial Mediation Model," Sustainability, MDPI, vol. 12(7), pages 1-17, March.
    9. 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.
    10. repec:iim:iimawp:13106 is not listed on IDEAS

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