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Investigating the moderating effects of service climate on personality, motivation, social support, and performance among flight attendants

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  • Chen, Ching-Fu
  • Kao, Ya-Ling

Abstract

As service work becomes more complex and diversified, proactive behaviors become even more critical as determinants of organizational success. This study investigates the moderated mediation and three-way interaction effects that exist in the relationship between the variables ‘proactive personality’ and ‘service performance’. A self-administered questionnaire collected data from 205 flight attendants. Using hierarchical regression analysis, the results show that the relationship between ‘proactive personality’ and ‘service performance’ is moderated by other variables, namely ‘social support’ and ‘service climate’. Another variable ‘intrinsic motivation’ is found to be important when a low ‘service climate’ would otherwise inhibit service performance. The implications of the research findings are provided and discussed.

Suggested Citation

  • 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.
    • Handle: RePEc:eee:touman:v:44:y:2014:i:c:p:58-66
    DOI: 10.1016/j.tourman.2014.02.012
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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. Ad de Jong & Ko de Ruyter & Martin Wetzels, 2005. "Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams," Management Science, INFORMS, vol. 51(11), pages 1610-1625, November.
    3. Michael Lubatkin & Zeki Simsek & Yan Ling & John F. Veiga, 2006. "Ambidexterity and Performance in Small-to Medium-Sized Firms : The Pivotal Role of Top Management Team Behavioral Integration," Post-Print hal-02311781, HAL.
    4. 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.
    5. 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.
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    Cited by:

    1. Hugo Palácios & Helena de Almeida & Maria José Sousa, 2021. "A Bibliometric Analysis of Service Climate as a Sustainable Competitive Advantage in Hospitality," Sustainability, MDPI, vol. 13(21), pages 1-27, November.
    2. Ji, Ming & Liu, Bo & Li, Hongwei & Yang, Shiyun & Li, Ying, 2019. "The effects of safety attitude and safety climate on flight attendants’ proactive personality with regard to safety behaviors," Journal of Air Transport Management, Elsevier, vol. 78(C), pages 80-86.
    3. Yip Foon Yee, 2019. "The Moderating Effect of Transfer Climate on the Joint Relationship between Trainees' Personality and Transfer Training," GATR Journals jmmr212, Global Academy of Training and Research (GATR) Enterprise.
    4. Ilkhanizadeh, Shiva & Karatepe, Osman M., 2017. "An examination of the consequences of corporate social responsibility in the airline industry: Work engagement, career satisfaction, and voice behavior," Journal of Air Transport Management, Elsevier, vol. 59(C), pages 8-17.
    5. Chen, Lijuan & Guo, Wei & Liu, Miaomiao, 2021. "Childhood migration and work motivation in Adulthood: Evidence from China," Journal of Business Research, Elsevier, vol. 132(C), pages 481-490.

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