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Investigating the antecedents and consequences of burnout and isolation among flight attendants

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  • Chen, Ching-Fu
  • Kao, Ya-Ling

Abstract

Flight attendants, typically characterized as being engaged in ‘emotional labour’, often experience stress when performing their work, and this may result in negative job outcomes and health problems. Based on the job demands–resources (JD–R) model, this study empirically investigates the relationships among job demands, job resources, burnout, colleague isolation, health problems and job performance for flight attendants. A self-administered questionnaire is designed to collect empirical data from flight attendants working at Taiwanese airlines. Using structural equation modelling approach, the results show that burnout mediates the relationship between job demands and health problems, and that colleague isolation mediates the relationship between job resources and job performance. Empirical implications are provided and discussed.

Suggested Citation

  • Chen, Ching-Fu & Kao, Ya-Ling, 2012. "Investigating the antecedents and consequences of burnout and isolation among flight attendants," Tourism Management, Elsevier, vol. 33(4), pages 868-874.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:4:p:868-874
    DOI: 10.1016/j.tourman.2011.09.008
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    References listed on IDEAS

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    1. Chen, Ching-Fu, 2006. "Job satisfaction, organizational commitment, and flight attendants’ turnover intentions: A note," Journal of Air Transport Management, Elsevier, vol. 12(5), pages 274-276.
    2. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
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    Cited by:

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    7. Saeed A. Al-Haidan & Alaa M. S. Azazz & Ibrahim A. Elshaer, 2022. "Social Disconnectedness and Career Advancement Impact on Performance: The Role of Employees’ Satisfaction in the Energy Sector," Energies, MDPI, vol. 15(7), pages 1-16, April.
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    9. Chen, Ching-Fu & Chen, Shu-Chuan, 2014. "Investigating the effects of job demands and job resources on cabin crew safety behaviors," Tourism Management, Elsevier, vol. 41(C), pages 45-52.
    10. Farrukh Shahzad & Shahab Ali & Iftikhar Hussain & Li Sun & Chunlei Wang & Fayyaz Ahmad, 2023. "The Impact of Customer Incivility and Its Consequences on Hotel Employees: Mediating Role of Employees’ Emotional Exhaustion," Sustainability, MDPI, vol. 15(21), pages 1-14, October.
    11. Robinson, Stacey & Orsingher, Chiara & Alkire, Linda & De Keyser, Arne & Giebelhausen, Michael & Papamichail, K. Nadia & Shams, Poja & Temerak, Mohamed Sobhy, 2020. "Frontline encounters of the AI kind: An evolved service encounter framework," Journal of Business Research, Elsevier, vol. 116(C), pages 366-376.
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    13. Chen, Ching-Fu & Kao, Ya-Ling, 2014. "Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants," Tourism Management, Elsevier, vol. 44(C), pages 58-66.
    14. Aleksandra Grobelna, 2021. "Hotel Employees’ Individual Characteristics and their Service Outcomes: The Critical Role of Polychronicity," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 28-49.
    15. 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).
    16. Cheng, Tien-Ming & Chang, Shu-Yun & Chan, Yin-Yun, 2018. "I know you are suffering from burnout: The moderated mediation effects of "leisure benefits" and "leisure coping" on the burnout model of flight attendants," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 119-129.
    17. Baum, Tom & Kralj, Anna & Robinson, Richard N.S. & Solnet, David J., 2016. "Tourism workforce research: A review, taxonomy and agenda," Annals of Tourism Research, Elsevier, vol. 60(C), pages 1-22.

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