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Antecedents and consequences of flight attendants' job satisfaction

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  • YuKyoung Kim
  • Ki-Joon Back

Abstract

Flight attendants' working conditions are harsh due to frequent night shifts, long shifts, and long sequences. This study sought to identify the antecedents and consequences of flight attendants' job satisfaction and assess the significant relationships among the study variables. Two hundred and twelve flight attendants in South Korea airlines were randomly chosen. Significant antecedents of job satisfaction were revealed to be self-efficacy and perceived benefits of organizational support. The indirect effect of emotional dissonance via burnout on job satisfaction was significant, and the significant positive effect of job satisfaction on organizational commitment was confirmed. Findings may guide employers in developing internal marketing strategies, including more effective benefit and reward systems, and career development programmes.

Suggested Citation

  • YuKyoung Kim & Ki-Joon Back, 2012. "Antecedents and consequences of flight attendants' job satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 32(16), pages 2565-2584, December.
    • Handle: RePEc:taf:servic:v:32:y:2012:i:16:p:2565-2584
    DOI: 10.1080/02642069.2011.593169
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    Cited by:

    1. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
    2. 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).
    3. 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).
    4. Vatankhah, Sanaz & Javid, Elyeh & Raoofi, Ali, 2017. "Perceived organizational support as the mediator of the relationships between high-performance work practices and counter-productive work behavior: Evidence from airline industry," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 107-115.
    5. 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).
    6. Shen, Ching-Cheng & Yeh, Chien-Chi & Lin, Chun-Nan, 2022. "Using the perspective of business information technology technicians to explore how information technology affects business competitive advantage," Technological Forecasting and Social Change, Elsevier, vol. 184(C).

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