Citation
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
Abstract
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.
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Additional Metadata
| Item Type: | Article |
|---|---|
| Divisions: | Faculty of Economics and Management Graduate School of Management |
| DOI Number: | https://doi.org/10.1016/j.jairtraman.2011.03.007 |
| Publisher: | Elsevier |
| Keywords: | Air cabin service; Flight attendants' fatigue; Job satisfaction |
| Depositing User: | Nur Farahin Ramli |
| Date Deposited: | 02 Oct 2013 02:19 |
| Last Modified: | 29 Apr 2016 03:48 |
| Altmetrics: | http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1016/j.jairtraman.2011.03.007 |
| URI: | http://psasir.upm.edu.my/id/eprint/24244 |
| Statistic Details: | View Download Statistic |
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