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Using job design to motivate employees to improve high-quality service in the airline industry

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  • Ho, Chien-Wei
  • Wu, Chi-Chuan

Abstract

Drawing on the self-determination theory (SDT), this study explores the impact of job design (perceived social impact and beneficiary contact) on the psychological state of motivation to benefit others' lives and to further improve service quality. With data collected from 235 employees in the airline industry, the results display that perceived social impact has a positive effect on service quality through the mediating role of prosocial motivation. Moreover, beneficiary contact moderates the positive effect of perceived social impact on prosocial motivation. The results can be practically implemented through an appropriate job design so as develop opportunities whereby employees are able to perceive their job impact on customers as well as have a connection with them. An appropriate job design not only enhances the motivation for employees to benefit customers’ lives but also improves high-quality service. Our study presents a different viewpoint for realizing the important role of job design in the airline industry.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:jaitra:v:77:y:2019:i:c:p:17-23
    DOI: 10.1016/j.jairtraman.2019.02.008
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    Cited by:

    1. Han, Tian-Yu & Bi, Jian-Wu & Yao, Yanbo, 2024. "Exploring the antecedents of airline employee job satisfaction and dissatisfaction through employee-generated data," Journal of Air Transport Management, Elsevier, vol. 115(C).
    2. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).

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