Antecedents and outcomes of flight attendants’ job satisfaction

Siew Imm Ng, Murali Sambasivan and Siti Zubaidah

Journal of Air Transport Management, 2011, vol. 17, issue 5, 309-313

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.

Keywords: Flight attendants’ fatigue; Air cabin service; Job satisfaction (search for similar items in EconPapers)
Date: 2011
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969699711000524
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:17:y:2011:i:5:p:309-313

DOI: 10.1016/j.jairtraman.2011.03.007

Access Statistics for this article

Journal of Air Transport Management is currently edited by Anne Graham

More articles in Journal of Air Transport Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().