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Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants

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  • Cheng, Tien-Ming
  • Hong, Ci-Yao
  • Yang, Bo-Cheng

Abstract

This study aims to validate the mediating process of “psychological capital-work engagement-service behavior†, and examines the moderated mediating effect of service climate. By questionnaire survey, this study investigated 375 flight attendants of China Airlines based in Taiwan, and validated the hypotheses through hierarchical regression analysis. The results showed that flight attendants with high psychological capital tend to show more work engagement and better service behavior. Moreover, work engagement is the mediator between psychological capital and service behavior. According to the moderated mediating result, the impact of service climate in the mediating process is originated from the positive relationship of service climate with work engagement and service behavior. In other words, the mediating the effect of work engagement changes with service climate. Finally, based on the research findings, this study proposes managerial implications as reference for internal marketing of airlines.

Suggested Citation

  • Cheng, Tien-Ming & Hong, Ci-Yao & Yang, Bo-Cheng, 2018. "Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 94-102.
    • Handle: RePEc:eee:jaitra:v:67:y:2018:i:c:p:94-102
    DOI: 10.1016/j.jairtraman.2017.11.009
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    References listed on IDEAS

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    1. Yeh, Ching-Wen, 2012. "Relationships among service climate, psychological contract, work engagement and service performance," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 67-70.
    2. Yeh, Ching-Wen, 2009. "Service climate, professional commitment and job performance of flight attendants in Taiwan," Journal of Air Transport Management, Elsevier, vol. 15(5), pages 259-260.
    3. Dave Bouckenooghe & Asma Zafar & Usman Raja, 2015. "How Ethical Leadership Shapes Employees’ Job Performance: The Mediating Roles of Goal Congruence and Psychological Capital," Journal of Business Ethics, Springer, vol. 129(2), pages 251-264, June.
    4. Luthans, Fred & Avolio, Bruce J. & Walumbwa, Fred O. & Li, Weixing, 2005. "The Psychological Capital of Chinese Workers: Exploring the Relationship with Performance," Management and Organization Review, Cambridge University Press, vol. 1(2), pages 249-271, July.
    5. Chen, Ching-Fu & Kao, Ya-Ling, 2012. "Moderating effects of work engagement and job tenure on burnout–performance among flight attendants," Journal of Air Transport Management, Elsevier, vol. 25(C), pages 61-63.
    6. Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
    7. Fred Luthans & Bruce J. Avolio & Fred O. Walumbwa & Weixing Li, 2005. "The Psychological Capital of Chinese Workers: Exploring the Relationship with Performance," Management and Organization Review, International Association of Chinese Management Research, vol. 1(2), pages 249-271, July.
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    Cited by:

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    4. Hyung-Min Choi & Daniel Kessler, 2022. "Airline Cabin Crew Members’ Ambidexterity as the Sustainable Attitude for Prosocial Passenger Service," Sustainability, MDPI, vol. 15(1), pages 1-18, December.
    5. Karatepe, Osman M. & Kim, Taegoo Terry, 2020. "Investigating the selected consequences of boreout among cabin crew," Journal of Air Transport Management, Elsevier, vol. 82(C).
    6. 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).
    7. Chen, Lu & Li, Yong-Quan & Liu, Chih-Hsing, 2019. "How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 185-197.

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