The Impact of Airline’s Smart Work System on Job Performance of Cabin Crew

Yongjin Jung, Haeok Liz Kim and Sunghyup Sean Hyun ()
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Yongjin Jung: School of Tourism, College of Social Sciences, Hanyang University, 222 Wangsimni-ro, Seongdong-gu, Seoul 04763, Korea
Haeok Liz Kim: Computational Social Science Center, Hanyang University, Seoul 04763, Korea
Sunghyup Sean Hyun: School of Tourism, College of Social Sciences, Hanyang University, 222 Wangsimni-ro, Seongdong-gu, Seoul 04763, Korea

IJERPH, 2022, vol. 19, issue 19, 1-17

Abstract: Extant studies in medical and educational fields have demonstrated that employees’ device use (smartphones, tablet PCs, etc.) can enhance job performance. Correspondingly, global airline companies have made substantial investments to enhance passenger services. An earlier study examined the impact of flight attendants’ technology usage on job satisfaction by investigating the causal relationship between the benefits of tablet PC use, job performance, and its consequences. Based on the literature review, four advantages of technology use were derived: (1) efficiency, (2) convenience, (3) service effectiveness, and (4) pride. Additionally, three consequences of job satisfaction were derived: (1) team performance, (2) organizational commitment, and (3) turnover intention. Empirical data were collected from 208 flight attendants working for a South Korean airline, which provided tablet PCs for its employees. Data analysis revealed that work efficiency, convenience, and pride had a significant and positive impact on job satisfaction. However, flight preparation did not show a similar impact. This study is the first to investigate the benefits of using technology in the airline industry. Furthermore, it examined the convergence of airline management and information technology. The findings provide managerial implications for airline companies that are considering providing tablet PCs to flight attendants.

Keywords: efficiency; convenience; service effectiveness; pride; job satisfaction; team performance; organizational commitment; turnover intention (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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