Antecedents and outcomes of flight attendants’ job satisfaction

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• 作者：Siew Imm Ng^a ; Murali Sambasivan^b ; ^{murali@econ.upm.edu.my"" rel=""nofollow} ; Siti Zubaidah^b
• 关键词：Flight attendants&#x2019 ; fatigue ; Air cabin service ; Job satisfaction
• 刊名：Journal of Air Transport Management
• 出版年：2011
• 出版时间：September 2011
• 年：2011
• 卷：17
• 期：5
• 页码：309-313
• 全文大小：231 K

文摘

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.