IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v18y2021i12p6417-d574470.html
   My bibliography  Save this article

Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity

Author

Listed:
  • Jungyi Park

    (School of Tourism, Hanyang University, 222, Wangsimni-ro, Seongdong-gu, Seoul 04763, Korea)

  • Sunghyup Sean Hyun

    (School of Tourism, Hanyang University, 222, Wangsimni-ro, Seongdong-gu, Seoul 04763, Korea)

Abstract

Expanding on the literature on rapport-building behavior within the airline industry, this study analyzed the influence of rapport-building behaviors (uncommonly attentive behavior, common-grounding behavior, courteous behavior, connecting behavior, and information-sharing behavior) on cabin crew members’ empathy toward their colleagues. We also analyzed the effect of empathy on variables such as team performance, organizational atmosphere, and instances of irregularity. We analyzed 230 samples obtained from an online questionnaire and convenience sampling of full-service domestic and international carriers in South Korea. A structural equation modeling (SEM) revealed that uncommonly attentive behavior, courteous behavior, connecting behavior, and information-sharing behavior showed a positive effect on empathy among colleagues, which in turn positively influenced team performance, organizational atmosphere, and possible irregularities. Moreover, we found that the presence of participants’ closest colleagues within the same team did not moderate the relationship between rapport-building and empathic behavior between airline crew members. Our study has important implications for crew members’ dignity and protection from emotional labor while working in high-pressure environments. Our findings can be used to revise the airline industry’s crew management guidelines and improve the crew’s psychological health and quality of life.

Suggested Citation

  • Jungyi Park & Sunghyup Sean Hyun, 2021. "Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity," IJERPH, MDPI, vol. 18(12), pages 1-23, June.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:12:p:6417-:d:574470
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/18/12/6417/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/18/12/6417/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Frenzen, Jonathan K & Davis, Harry L, 1990. "Purchasing Behavior in Embedded Markets," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(1), pages 1-12, June.
    2. Myoungjin Yu & Sunghyup Sean Hyun, 2021. "Development of Modern Racism Scale in Global Airlines: A Study of Asian Female Flight Attendants," IJERPH, MDPI, vol. 18(5), pages 1-23, March.
    3. Gremler, Dwayne D. & Gwinner, Kevin P., 2008. "Rapport-Building Behaviors Used by Retail Employees," Journal of Retailing, Elsevier, vol. 84(3), pages 308-324.
    4. Deighton, John & Grayson, Kent, 1995. "Marketing and Seduction: Building Exchange Relationships by Managing Social Consensus," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 660-676, March.
    5. Mina Song & Hyun-jun Choi & Sunghyup Sean Hyun, 2021. "MBTI Personality Types of Korean Cabin Crew in Middle Eastern Airlines, and Their Associations with Cross-Cultural Adjustment Competency, Occupational Competency, Coping Competency, Mental Health, and," IJERPH, MDPI, vol. 18(7), pages 1-20, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hwayoung Kim & Myoungjin Yu & Sunghyup Sean Hyun, 2022. "Strategies to Improve Work Attitude and Mental Health of Problem Employees: Focusing on Airline Cabin Crew," IJERPH, MDPI, vol. 19(2), pages 1-17, January.
    2. Gabbay, Shaul M. & Leenders, Roger Th.A.J., 2002. "A perceptional view of the Coleman model of trust," Research Report 02B32, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    3. Roland Pongou & Roberto Serrano, 2009. "A dynamic theory of fidelity networks with an application to the spread of HIV/AIDS," Working Papers 2009-03, Instituto Madrileño de Estudios Avanzados (IMDEA) Ciencias Sociales.
    4. Yan Chen & Youran Qi & Qing Liu & Peter Chien, 2018. "Sequential sampling enhanced composite likelihood approach to estimation of social intercorrelations in large-scale networks," Quantitative Marketing and Economics (QME), Springer, vol. 16(4), pages 409-440, December.
    5. Russell Belk, 2020. "Resurrecting marketing," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 168-171, December.
    6. O'Malley, Lisa & Prothero, Andrea, 2004. "Beyond the frills of relationship marketing," Journal of Business Research, Elsevier, vol. 57(11), pages 1286-1294, November.
    7. Dant, Rajiv P. & Brown, James R., 2008. "Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature," Journal of Retailing, Elsevier, vol. 84(4), pages 371-397.
    8. Karen Bell & Eldin Fahmy & David Gordon, 2016. "Quantitative conversations: the importance of developing rapport in standardised interviewing," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(1), pages 193-212, January.
    9. Pascucci, Stefano & Cicatiello, Clara & Franco, Silvio & Pancino, Barbara & Davide, Marino, 2011. "Back to the Future? Understanding Change in Food Habits of Farmers' Market Customers," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 14(4), pages 1-22, November.
    10. Lee, Na Young & Noble, Stephanie M. & Zablah, Alex R., 2020. "So distant, yet useful: The impact of distal stories on customers’ service expectations," Journal of Business Research, Elsevier, vol. 113(C), pages 230-242.
    11. repec:oup:jconrs:v:49:y:2023:i:5:p:904-925. is not listed on IDEAS
    12. Kyung-Ran Roh & Eun-Bee Kim, 2021. "An Analysis of Male and Female Managers’ Responses to Work Stress: Focused on the Case of South Korea," IJERPH, MDPI, vol. 18(21), pages 1-12, October.
    13. Ye Sang & Eunkyoung Han, 2023. "A win‐win way for corporate and stakeholders to achieve sustainable development: Corporate social responsibility value co‐creation scale development and validation," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(3), pages 1177-1190, May.
    14. Poushneh, Atieh & Vasquez-Parraga, Arturo & Gearhart, Richard S., 2024. "The effect of empathetic response and consumers’ narcissism in voice-based artificial intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    15. Alisa Kazakova & Meerim Karimova & Insin Kim, 2021. "Examining Rapport with Local People, International Students’ Roles through Travel Experience and Sustainable Tourism," Sustainability, MDPI, vol. 13(17), pages 1-15, September.
    16. James J. Zboja & Ronald A. Clark & Diana L. Haytko, 2016. "An offer you can’t refuse: consumer perceptions of sales pressure," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 806-821, November.
    17. Shih-Ping Jeng, 2008. "Effects of corporate reputations, relationships and competing suppliers' marketing programmes on customers' cross-buying intentions," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 15-26, January.
    18. Lan Li & Gang Li & Junqi Chen, 2020. "Professional Competence or Personal Relationship? Research on the Influencing Mechanism on Repeated Purchase Intention of Agricultural Resources," IJERPH, MDPI, vol. 17(7), pages 1-18, March.
    19. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
    20. Alessandra Mazzei & Silvia Ravazzani, 2017. "Internal Branding and Employee Brand Consistent Behaviours: The Role of Enablement-Oriented Communication," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(1), pages 121-139.
    21. Michael Haenlein, 2011. "A social network analysis of customer-level revenue distribution," Marketing Letters, Springer, vol. 22(1), pages 15-29, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:18:y:2021:i:12:p:6417-:d:574470. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.