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Perceived overqualification, prosocial service behavior, job crafting and person-group fit of the flight attendants: Testing a moderated-mediation model

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  • Changar, Mustafa
  • Sesen, Harun
  • Ertan, Senay Sahil
  • Cavlan, Gözde Ä°nal
  • Soran, Semih

Abstract

This research aimed to comprehend how prosocial service behaviors of flight attendants can be improved in the airline industry, which is a crucial element of competitive advantage in human-centered sectors. We established a model comprising perceived overqualification, prosocial service behavior, job crafting, and person-group fit to achieve this purpose, under the framework of person-job fit theory. 315 flight attendants from two airline companies took part in this research, located in Istanbul, Turkey. IBM AMOS 21.0 software was applied for testing by establishing a structural equation model. The findings indicate that perceived overqualification of employees had a significant direct effect on their prosocial service behavior, as well as an indirect effect through job crafting. Moreover, person-group fit was established as the boundary condition that increases the influence of perceived overqualification on job crafting, displaying a moderated mediation effect. Our model is a novel attempt at the literature, being the first study to investigate the conditional influence of person-group fit in the airline industry under the context of person-job fit theory. This research explains how perceived overqualification can be a source of competitive advantage for companies aiming to excel through customer service by highlighting the importance of person-group fit in this association, which are valuable contributions to theory and practice.

Suggested Citation

  • Changar, Mustafa & Sesen, Harun & Ertan, Senay Sahil & Cavlan, Gözde Ä°nal & Soran, Semih, 2025. "Perceived overqualification, prosocial service behavior, job crafting and person-group fit of the flight attendants: Testing a moderated-mediation model," Journal of Air Transport Management, Elsevier, vol. 124(C).
    • Handle: RePEc:eee:jaitra:v:124:y:2025:i:c:s0969699724001881
    DOI: 10.1016/j.jairtraman.2024.102723
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    References listed on IDEAS

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