Antecedents and outcomes of flight attendants' job satisfaction
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 outc...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | en |
| Published: |
Elsevier
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/24244/1/Antecedents%20and%20outcomes%20of%20flight%20attendants.pdf http://psasir.upm.edu.my/id/eprint/24244/ http://www.sciencedirect.com/science/article/pii/S0969699711000524 |
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| Summary: | 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. |
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