Antecedents and outcomes of flight attendants' job satisfaction
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 outc...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/24244/1/Antecedents%20and%20outcomes%20of%20flight%20attendants.pdf |
| _version_ | 1825925532121825280 |
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| author | Ng, Siew Imm Sambasivan, Murali Siti Zubaidah, |
| author_facet | Ng, Siew Imm Sambasivan, Murali Siti Zubaidah, |
| author_sort | Ng, Siew Imm |
| collection | UPM |
| description | 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. |
| first_indexed | 2024-03-06T07:59:17Z |
| format | Article |
| id | upm.eprints-24244 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T07:59:17Z |
| publishDate | 2011 |
| publisher | Elsevier |
| record_format | dspace |
| spelling | upm.eprints-242442016-04-29T03:48:18Z http://psasir.upm.edu.my/id/eprint/24244/ Antecedents and outcomes of flight attendants' job satisfaction Ng, Siew Imm Sambasivan, Murali Siti Zubaidah, 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. Elsevier 2011-09 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/24244/1/Antecedents%20and%20outcomes%20of%20flight%20attendants.pdf Ng, Siew Imm and Sambasivan, Murali and Siti Zubaidah, (2011) Antecedents and outcomes of flight attendants' job satisfaction. Journal of Air Transport Management, 17 (5). pp. 309-313. ISSN 0969-6997 http://www.sciencedirect.com/science/article/pii/S0969699711000524 10.1016/j.jairtraman.2011.03.007 |
| spellingShingle | Ng, Siew Imm Sambasivan, Murali Siti Zubaidah, Antecedents and outcomes of flight attendants' job satisfaction |
| title | Antecedents and outcomes of flight attendants' job satisfaction |
| title_full | Antecedents and outcomes of flight attendants' job satisfaction |
| title_fullStr | Antecedents and outcomes of flight attendants' job satisfaction |
| title_full_unstemmed | Antecedents and outcomes of flight attendants' job satisfaction |
| title_short | Antecedents and outcomes of flight attendants' job satisfaction |
| title_sort | antecedents and outcomes of flight attendants job satisfaction |
| url | http://psasir.upm.edu.my/id/eprint/24244/1/Antecedents%20and%20outcomes%20of%20flight%20attendants.pdf |
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